BidorBuy - BAD CUSTOMER SERVICE

My company Kiwano Trading was billed incorrectly on the 23rd December by Bid or buy for shipping for an amount of R4595.84. On the 4th January I queried this with them and they amount was deducted on the 7th January.Still to date I have not received my refund or any feedback. The only reply I get is that they will let me know. Four weeks and they can't give me an answer!!!This is a big amount for a small business as this is influencing my cash flow and in the end bid or buy sales as I can't buy stock to sell on their site.I am dealing with Morne van Zyl and I need answers. Today the only reply once again is that he will let me know. This is unacceptable!!! This was their mistake!!!! They need to fix this immediately!!!!