Viator Miscommunication leading to missed tour-no refund Playa del Carmen Mexico

 I purchased a tour through Viator.com a few days before arriving in Playa del Carmen, MX. I was happy to receive an email immediately including my voucher for the tour. The tour was called "early access chichen itza tour with private archeologist". After purchasing I noticed that my tour was from cancun rather than playa del Carmen. Not wanting to be charged for making calls out of the US, I emailed their 24/7 customer service hoping to get it figured out as soon as possible. After not hearing from them for almost an entire day, I decided to call. The man said he was able to have me picked up 6:20 AM but I would still have to go with the cancun group. After getting off the phone I received an email stating that my pickup time would be 5:10 AM.

Not sure of what time I again attempted to email with no luck. I then called and asked if I would rather be able to switch to a tour leaving from playa del Carmen the following day and he said that was fine. Knowing that they send an email the night before the tour announcing the pickup time, I waited until 9PM with no email. I contacted customer service and no reply. The next morning (when I was supposed to be going on my tour) they finally emailed me saying that they never had any confirmation of changing the date of my tour. Since it was my last day that I was able to go to chichen itza, there was no possible way of rearranging again. I replied to customer service stating that I would like a refund since they were unable to provide me with the correct pickup time and date. I have not received a reply and do not want to call their customer service since they obviously do nothing to help the situation.