4 days later no credit report after payment

I registered on Experian to get an annual free credit report which I needed to use urgently, they sent a request for my I.D and proof of residence which I sent the same day on the 14th of October. The summary that they sent was showing I had an exposure of over 150k of which I only have two accounts- insurance and gym. I ordered a full credit report and paid via credit card R145 to avoid the 2-3 day delay via EFT payment but four days later I still haven't received anything. I have emailed but no response, I called and was on hold for twenty minutes. If you cant give me my report within the specified time frames then I should get a refund. What is the point of paying such a high price for instant service when its not delivered?