Very poor service not reliable

Being a person that wants to take control of my finances, sourced the services of Credit Rescue in Cape Town. I had my doubt at first seeing the call center advisor copying his personal email on communication sent out to me but nevertheless I still continued. The document sent out were not professional as some where hand written, I then phoned the head office to verify and they confirmed that they are correct. After making my first payment I expected my creditors to be contacted to start with negotiations but weeks later nothing happened. I then emailed the request that my agreement be terminated and I be refunded of my payment as nothing happened. They are intentionally delaying the process saying they can refund 40% of my payment even though nothing was done. I spoke to an advynamed Prince who refused to give me contact details of the ombudsman then a lady named Avigail who seemed to be understanding at first then later send me an email that contradicts their policy. It's been 2 weeks not waiting on my refund and I have not decided to take this matter to the credit ombudsman. Very disappointed!!!!!