99 rand

Good day I buy stuff on 99 rands. If you buy for R1000 you get a free backpack. I oder and 1 item was not in package and also no backpack. I phone them and they first said they see can they send something els. I said n[ send the items and they said o but it's now out. It still sjow the item is still available. I asked them to refund him. I waiting now a month or so. After I send them a message almost every day now the want a bank letter to pay back. I send them my bank details already and then they did not asked gor bank letter