very poor service

i bought a washing machine in 2014 Benson Consultant promote a plug that protect appliance from lightning i did not receive it i went to the store they couldnt find it.Now i wanted to settle my account i spoke to lady Nokwanda i ask her to take the whole money was remaining in my account she took the money she wanted to take i called again well the lady Moeletsi was apologetic about the whole thing but both of them didn't meet my service satisfaction as i ask them to cancel my debit order but none did and i spoke to a rude guy for refund whatever he was mean not apologetic hes was not even sure when will i get my money back mxm what a POOR SERVICE staff don't know what they doing clueless somebody is not doing they job