Disorganized and ***********. Lack of communication within their organisation!!!

They are so disorganized and they have no communication within their team. Their client service is shocking!!! I paid R 11,638.80 last in total for my son's textbooks for 2021. However my son is repeating grade 8 and only a few textbooks needed to be updated which I ordered plus the facilitors guide in hard copy. I asked for a quote and they quoted me R5819.40. This meant the Impaq owed me a refund. They acknowledged they received full payment and they still actioned my refund! We are now on the 13th Jan 2021 and my son still does not have his textbooks! I was told yesterday that it will take 7 to 10 working days to receive the textbooks, which I find completely unacceptable!!!! Today I received an email from Janice Johnson - Junior Customer Service Representative saying that I still owe money?????? What the hell is going on with Impaq??? Why has this information not been recorded in my client profile???? This shows disorganization and incompetency!!! Totally shocking!!!