I had the same issue.  I was impatient after a couple days so I bought out the negative and then withdrew the coins I was trying to get out.  I put it in the ticket that I had done that and that I wanted to be reimbursed.  It took a few days but eventually that is exactly what happened, BitJohn transferred me the BTC I used to buy out the negative.

Since the new website they have had some serious usage issues but I have always found that their support provides satisfactory solutions.  Their support takes a bit longer now than it used to but in the end they have always come through which is more than I can say about basically any other exchange.