PendingNEW - redemptions and unresponsive customer service

I am still waiting for my $5,000 redemption to clear the bank or what not. I believe it has something to do with the fact that it is an international wire. i know this because my first redemption of $107, they said i attempted to purchase a package of coins that did not ever clear or finalize (it never cleared my bank). There was one purchase for the same amount that did clear. I only received credit for the amount of coins of one purchase. But they insisted that in order for them to process the redemption of $107, I needed to pay for the other package that never went through nor cleared. I am living in serious poverty due to health issues and a autoimmune deficiency. That being said, why wouldn't I pay another $15 to receive $107. That means i'm still up $77. Long story short, that redemption of $107 failed, a redemption of $4,500 failed and the $5,000 is pending. It has been pending for week and i haven't got a response from their customer service in 2 days.