Terrible service

I wrote them an email and inbox on Facebook that im not able to do return or refund on my app,then on Facebook they said they will help me do refund i should send details which i did.Now they credited money into wallet and i told them i want refund i did not say wallet.their service is terrible i have been asking them several times how do we fix this so that i can be able to do them myself they dont respond to that or say how we fix error.i want my money as a refund not wallet because i wanna buy somewhere