Did Pay & Go just scum me?

I was charging my Gcash account via a Pay & Go terminal, when the machine suddenly stop accepting the money. So I pressed the "Cancel" button and the screen said that the inserted money (it was 31,000 PHP) would go to my MySkuli account. However, it did not. The support team has not responded for 3 days, and I don't know what to do.

I tried to contact them via several channels, and they kinda threatened me (check the screenshot).

Is there any other way to deal with this? Losing 31,000 PHP for nothing sucks