Sorry to hear that man. My vertcoin payment did not go through the first time either as they were using an off-chain payment processing method by a third party i.e. the transaction was not even visible on the vertcoin block Explorer. But if you look at the bottom right of the screen, you will see a live chat button. I started talking with one of their reps, they explained the situation to me and rectified my issue. There were super fast and as a first-time user of their service - I was very satisfied. Their customer service is great, I hope you take advantage of that and it solves your problem!