[My Account was credited and then the money disappeared]

I had a canceled order of $131.88 and cancellation my account appeared to be credited with the amount. 

I made another order expecting ffiver to use that money but instead payment of $5 was made with my credit card!

Then my credit turned to $0

I wrote to ffiver and my case with closed “solved” without anyone contacting me.

I’ve had to spend another $45 using my Credit Card again! 
Kindly advise how I can solve this issue because my case is being closed without any feedback or a response.
thank you.