REFUND

I made a lay bye and when I went for the final payment for a washing machine I was then inform that there was no stock and they don`t know when will they get stock. I then requested a refund so that I can purchase from another shop I was advised to send an email with my id copy and bank statement. I keep on calling for my refund I keep on sending emails but nobody is giving me feedback. I called their Head Office and they said I should go to the store and speak to the manager I first call because I don`t want to waist my petrol was advised that the manager is in the bathroom they will call me back but nothing even their land line is not working I had to call on 1 of the staffs cellphone.