no refunds of money or documents

i app**** to have a qualification done on my sons education that was done in the UK, I did two applications both paid for and documents requested submitted they both where refused as not having enough paperwork. the problem is that the two refunds and paperwork certificates have still not been returned these two applications where done in February 2015. I have phoned and emailed CUSTOMER CARE numerous times and dont even get an answer so where is my money and certificates and CUSTOMER CARE don't even answer there emails