Unable to provide service - refund delay

I am very disappointed with the service i am receiving from Fibrestream. I put in an equiry on Facebook for wifi in my new place. The salesman contacted me back the next day and told me there was service available in my area and I needed to pay upfront before the installation can be booked. I paid my first month contract fee immediately and more than 2 weeks later the technicians came to "install" my wifi. They found there was no line of site. I then contacted the company to get my refund as they were not able to provide me with the service. I had to fill in cancelation forms which I did. They do not have any telephonic contact and only email correspondence is accepted. Every time I enquire as to when I will recieve my refund, I am told via email that I must be patient as it's a lengthy process and the directors need to approve all outgoing payments. I am very disappointed with the customer service I have received.