Domain not registered but paid for one

What a disappointing experience with 1grid. I tried helping a friend to get a customised email address, so we registered a org.za for him and paid for a basic email service. We setup his email. When he tried using his mail it kept giving him errors. Ask 1grid support what the problem is, they say we should have a domain as whois says their is not one registered. So what did I pay them for as we registered a org.za domain and even shows we have a domain when logging in on 1grid. So we wasted his money as nothing is working.