Check My References I didn't get the service I paid for online

I ordered a basic References check for $29.90 and was assigned a person to conduct my check. She wrote me several times and finally she offered me a refund as they were unable to get my references.I never have received the refund even after calls and emails and using their contact section on their website and have never gotten the reference report. In logging in to my account on their website, my order just says " pending". There was no response from the company after using their contact email and reporting the problem three times.