Laybuy cancellation

Ackermans in chris hani crossing is so pathetic I went to the store several times to cancel a laybuy because I have an emergency they told me that their system is offline and one of the staff member extended to saying ackermans is doing this intentionally they are tired of people cancelling laybuy but on their laybuy terms and conditions it states that I am entitled to cancelling a laybuy and get full refund as long the laybuy has not expired. But I never got assisted instead they said I should aside for 30 minutes and I ended up waiting for 2 hours.