TSYS Payment Gateway

My contract with no fees all of a sudden I noticed over $200 of fees. I contacted the company and was told that they changed their terms and agreements and were now charging fees. I was told that customers who never did use the service were not on the lookout for the sudden change to fees. Several customers had called with this concern and they were issuing refunds. I was told that issuing a refund was no problem and to expect the refund by 4/24/21. Well, I never received the refund and was charged again on the 4/12/21. I contacted TSYS again and was told that the refund had been denied higher up. That because I did not take steps for PCI compliance, I could not get the refund. I was not PCI complaint because I was not using there service. But because of this and the fact, my refund, after having been confirmed to be sent on or before 4/24 was now denied.