I had a similar experience about a year and a half ago. terrible!!!! No idea of the meaning of the word "service"!!!
I finally had to call my credit card company and tell them it had been a fraud charge and it was untill then that they refunded my money.
I only remember how frustrating it was to e-mail so many times with out success, and call with out an answer. Back then, they would only have an answering machine.

Too bad you had to go through the same.