PayGate/Payfast are useless with communication

Terrible experience using pay gate/pay fast. I made a mistake of clicking pay gate/pay fast instead of pay flex. I immediately contacted Lizzard to cancel the order and process the refund so I could order using the correct platform. They came back to say payfast/pay gate cannot locate my funds (getting this reply took ages as they weren't getting a response from payfast/pay gate). I then had to send proof thay the purchase actually went through and wasn't cancelled. They then located my funds and said they would process the refund. Still no word regarding my refund despite multiple emails on my behalf from Lizzard. This whole issue started on the 25th of Sept. My emails go unanswered, they don't pick up the phone, and you can't use the live chat to message them as that's for merchants only. Overall, disgusting customer service, 0/10 do not recommend.