BMW drive Experience not a good Experience!

I got a voucher for a driving Experience with BMW at Zwartkops. Hubby paid R4000. Unfortunately due to unforseen circumstances I can't make it. So have emailed them voucher and banking details & Proof of payment. This was on the 4th Sept. 5-7 working days was promised for refund. (We didn't book a date yet so just voucher). After several people were emailed and customer care no success. It is already the 25th. On their website under FAQ a 2- 3 day refund is stated. So quick to make the deal and get money but no services afterwards.