Do we have rights???

Can you help me, this Company Auctio Nation, I payed R5000 as bid deposit, and I bid, for a car I was the only bidder, they told me the minimum was never reached, fair enough, I understund that and I called them to request my deposit back, as I already found another car, I spoke to the lady by the name Carol, who was checky as if she was a customer, and she confirmed the deposit will be payed back in my account in 7 days . I must just fill a document, I feel this document and send it back, today I phone to check how far is my deposit as I have to pay for the other car, otherwise I lose my deposit with another company, she deos not want to talk to me, now a new lady tell me my deposit will be paid in 10days, I demand to speak to sinior person, no their manager is on martenity leave, they are working without suppervision. How can people suffer because the company's manager is on martenity leave.