POOR SERVICE FROM FLASH

My machine is not working, I reported this to Thembelani last week Wednesday but he was on leave. He came on Monday and he promised to come back he never come back. I send him Whatsapp on Tuesday and he promised to come with another machine and he never come. I phoned him on Wednesday and he promised that he will definitely come but he still never come. I sent him WhatsApp messages requesting him to refer me to someone that will assist, he is ignoring me. Call centre is also not helping me they told me that they have escalated the matter to AGM but that is not helping me, I even ask them to give me a number for Thembelani's manager but they also not assisting me. There is about R2300 that is on the machine and I asked them if it possible maybe to refund me so that i can buy another machine maybe with A2pay they refused. I am running a business and I am loosing customers and business as I'm unable to provide them with service. It been 10 days now without the machine. Can someone please assist. can i have a refund in order to get another machine as Flash is not helping me.