Disappointed treaded badly in this pandemic

Good morning please assist us me andy husband made a laybye January at American Swiss we paid until we both lost our jobs during the first lockdown we went 26 June 2020 to cancel the laybye in order to get our money back because we can't evn afford rent due to the pandemic we were told we cnt get our money back because they dnt have money in the shop the manager ma Swanepoel in American Swiss waterfall mall in rustenburg said we should complete a forum and we will receive the refund after 21 days until today. Yesterday we went to the shop we were even asked to wait outside the shop because we not buying they are still waiting for the email the manager sat in her office sending messages through the employees that she can't call her head office they don't have their numbers they only communicate through emails which was very confusing we were told by the tfg call center that the shop must be the ones to refund us as I'm writing this note we are so heartbroken and broke don't have a place to stay we just need our money back husbands name is lucky Molefe 861111 cell no *** /*** please assist us cause its almost 3 months now