Unhelpful consultants - queries not attendant to just excuses

We made a deposit of R500 the 02 Feb 2024. The ref number was one digit short. We emailed phoned and whatsapp continuously to rectify the problem. HB requested pdf of proof of pmt, ID and affidavit. This was sent about 3 times. The reply was waiting period 24-48 hours. Every time we contact them there is an apology but no correction done. Ref numbers given last week and Tuesday Ref ***5/Ref ***0