Apparently this company does not respond to customers unless one gets the media involved. I recommend doing this to get results. Should one have to do this? Of course not, but I am a believer that "the customer is always right" and any company who does not abide by this should be closed for business, particularly in this case, the internet portion of that operation.
One can also file a complaint with the Federal Trade Commission on line.
This company apparently has processed a refund, but we do not have visual evidence of this as yet. My husband's ban was able to determine the entry for refund. We will have to verify this in a day or so.
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