Do not pay Drain Surgeon upfront via their website

According to their website, if I paid upfront, I would get faster service. So I paid the R1285. They pitched 2 hours later than the time they said when they phoned me. Then they said they can't unblock the drain because it's a council drain. They gave me an invoice for R914. I asked if I will get refunded the balance of what I paid upfront, the driver said yes. I have sent numerous emails since, every time they forward copy me when they forward it to someone else in their organisation. It's been 3 weeks and I still don't have my refund. This organisation is not to be trusted.