Vital Chek / credits owed to me

I ordered a birth and a death certificate from VitalChek - one in late July, one in mid August. I was called by representatives of both municipalities who told me the records were unavailable and that I would be credited. I have never seen a credit for either one - yet my credit card was charged immediately after I placed the orders. I've tried to contact Vital Chek via e-mail (their only method of customer support) and have never heard a response.

I tried calling the two municipalities vital records departments and they inform me that I must speak with Vital Chek to get those credits - but HOW do I speak to someone at Vital Chek? They don't offer that option on their website. Their operation needs to be investigated - seems like something isn't right about the way they do business.