customers taken for fools and **** to .

I made a laybye of R1500 at house and home store in parkland.then because of an emergency I have to cancel my laybye then I went to tge store and told them I want to cancel the laybye.they told me they don't have money available for me on the 18th/04/2018.Today it's the 20th/04/2018 and they still do not have my money.is their way of ripping customers off?