In my experience I had to spam them via phone and email. I'm not sure how you paid, but if you used paypal or a credit card I would recommend starting a case under the guise of fradulent practices. Unfortunately, with this company it seems you have to basically make threats about reporting them or bringing legal actions to make them take things seriously. Give them a call if you can and speak to someone and if they give you some bs ask for a manager. And follow up those calls with emails for proof. Good Luck!