Refund not done

I registered for an auction for the 23rd of july 2024. I paid the money for registering as a foreigner for R20000 on the 22nd of July and made it instant clearance. I gave my friend a letter of authority to bid for me on site on Main reef. The bidding was not successful so i completed the forms for the refund. I was told its 10working days. Today its 10 working days the money is not reflecting on the account. I called i spoke to Rianne who indicated that cannot see my passport number passed me to Anita on auction operation. Anita told me Rianne is the finance manager is the one who needs to tell me where is my money. Then i spoke to the receptionist who sent the message to them. I called again spoke to Rianne who says sorry did not see your passport now says papers have not been signed for my money to be in my account. Why do you write that people will get their deposits after 10 working days then you change stories. This was my first time on auction to get this experience but i will not take it lying down i will report it my bank as well as this is ***** considering having to wait 2weeks to be refunded for an unsuccessful bid. The inconvenience and inconsideration when calling them why should a person be sent to pillar to post. Anyone who wants to bid with them forewarned is forearmed.