Failed to get a Pro forma invoice

I have been staying at Ithemba from September 2020 in a bachelor flat and end of feb 2021 I have been in contact with one of the Agent since I wanted to do a transfer to move from the Bachelor to a 1 bedroom. The agent Tebogo was quite helpful she explained all the process and told me that I will have to do an upfront payment for the 1 bed room I wish to occupy by April the first since we are in the Month of March.

Then I requested an invoice statement so that I may get a formal balance due to me , she sent a quotation instead, the quotation didn't have personal details. So I called her and requested a formal invoice and she told me that I can't only get that around the 26th but now I have to pay the money on the quotation to secure the flat or else they might give it to another person interested. I did pay the money as told , but now the 26th of March i get a statement only stating that I over payed my transfer and it showing the money due to me .

I then email Hello@ ithemba.co.za to request a Pro forma invoice or at least get a quotation that has my full personal details , but I am told that they don't issue such and its their standard template doesn't cater for such?

A proforma invoice? Really! When I call the agent back I am told she doesn't deal with such. What happens to the money I payed cause I have to claim it back ? A mere pre forma invoice and why was i over charged on the quote? Does it mean that the employees don't even know the rates to charge to the clients ?

I am disappointed and the emails system is not helping cause the lady Called Salome is not budging . She insists on the so called standard that they are following. Wow!