Continuous **************** and mistreat

I complained to request a refund and was told they wont refund. Eventually I got hold of Leboza Madihlaba an executive from DHL promised to give a refund within 14 working days (dont know why coz I paid within seconds) she promised on the phone. And maybe just to get rid of me she sent one of her people to do her rejection for me to say they won't be refunding my money and said it was SARS responsibility to do so. I didn't deal with SARS I dealt with DHL and Paid DHL the money I have proof. This is unfair and pure disrespect for my time, money and energy. Why should I be mistreated for my hard earned money?