I can't get to convert my pdf's to word

Ever since i got the service yesterday I had technical issues with this, the last two pdf's I am tryient to convert into word re not working and I need to work on them asap. I think the site and the services work really poorly. I've been one day with it and  I still wasn't able to convert all my files (3) I don't think this is good service. I tried to phone the customer service and i have to pay 39 dollars!!!! Can anyone help me. I had problems with my last one but it finally showed up online when I logged in but the last file today, is not there. It just says it's converting the file to pdf and it's been like this for hours (same as last one!!!!!) I think I want my money back. I am really angry!!!