Bad russels online application service

I have app**** for layby online on the 23/12/2020 and paid the R100 on the 24/12/2020, the automatic email says someone will call me to finalise the process but it is very important that I must make deposit and send copy of id, I have done that and eversince I have been sending emails left and right and even called the call centre, no once came back to me or even botherd to call me, I had to visit the store and still the order was not created, what kind of service is this?