They refuse to credit me my money from my stuvia wallet. ****ers ??

I have a stuvia credit on my account and the document I want to purchase is only a few rands more which means there's no way that I'll be adding R250 to my stuvia wallet especially since my studies will be over after I buy this document. I reached out to the help centre and they refused to credit me my money! First they gave me excuses saying I gave them the branch code when I clearly did not ! . Then they tell me to look for a cheaper document when there's none . I have looked and I don't think it's very professional to tell me to do this . Absolutely pathetic customer service, I don't recommend putting money into your stuvia account because come the time you no longer need a stuvia wallet and want your money back, you will likely not get it .