Bad service!

Been trying to create a shipment on The Courier guy app. It says account on hold and I have no idea why. Been emailing today and no reply. Sent multiple emails yesterday and was told it would be escalated to the relevant department. Sent emails since early this morning and still no reply. The issue is not sorted out and I’m needing to send a parcel. If it cannot be sorted I want my funds to be refunded that I topped up on the app.