Pathetic service at Incredible connection online

Have done an online purchase from incredible connection on friday 22 Nov 2019 for a Ps Plus 1 month membership as advised by the I.C store in newcastle. Was told the voucher will be emailed immediately, did not receive it so I called in on Saturday only to be told that there system shows it was sent and I should constantly check my spam and email. Still havent received by Sunday called again only to be told there is a system problem and I must call back tomorrow to find out when it would be resolved. Asked them to do a refund and I will buy it elsewhere as they are unable to provide the service they advertised. Was told that they can not do a refund, its in their T and C which I muat go read. They take your money and force you to wait for them to resolve their internal issues that is not right. I should be entitled to a refund this is worst service ever. I could of drove to a store in durban or jhb and received the item faster than their online store. Surely everyone or business has issues but its their responsibility to keep the customer happy especially when its their fault. Al I asked was for a refund to purchase it elsewhere. I did not even want the money immediately I just wanted confirmation that they will do a refund and they refuses to do that. Will never deal with this company again.