Worst service ever

I called on Monday 2nd Nov to confirm what documents i need to submit for my refund after buying a second hand engine, i was given all the details i need to send and i did that on the same day and was promised that i will take 7 working days for my refund to be processed, its 9 days later and when i phone to enquirer i'm told no record of my email was attached to my claims for refund and no information about the refund is on the system and i was asked by Mandla in the claims department to resend the cod and the refund will then be processed and i have to wait another 7 working days, when i asked to speak to a manager he put me on hold for 26mins until i rant out of airtime.what type of service is this, i now have to wait another week for my refund because they are unable to find my email.