I was scammed by someone and when asking for a refund it was said to write a letter and...

I was scammed by someone and when asking for a refund it was said to write a letter and sending it to the Sacramento office. I did so and no follow up. Now I contacted their support via email because that is the only way I am able to get help and someone did reply to me which was great but they needed information and once I provided them with it they no longer got back to me I feel it is because I asked them about their terms stating that if you dont get your refund you are eligible to more money . I tried to reach back and almost immediately got another email stating that I havent reached out to them in two weeks so my case was closed. Like how is that even possible when they barely reached out to me eight days ago?? this is some shady business. I would not recommend this to anyone.