Clientele legal

I have had an incident where I bought building materials with Building material supplier called Build it, I had to cancel them due to wrong calculations and I had already paid and I canceled before the material could be delivered to me. I canceled the transaction within 5days of purchasing. I was charged 10% which I refused and I was refunded after 3weeks even thou I was told I will be refunded in the week after I canceled. I called Clientele legal to assist me as i believed I was ****** when I got my refund less 10% admin fee, the tried to contact the supplier no response I was then referred to the Ombudsman for intervention, the Ombudsman referred me back to clientele. It’s been a case of March even now still no resolution, I sent them emails even the response of the Ombudsman. My question is why would I be referred to the Ombudsman when they’re going to send me back to clientele. I am yet to get any response or indication of what is going to happen with my case it’s been 2weeks now. I have been paying them since 2014