Bad service and no reply

Good day. We were trying to open a COD account and you have to pay R1400 for them to review your account. Then it was declined. Now the issue is that the bank will not refund hold on money without a letter from them stating that it was declined on a letterhead. We have tried phoning and emailing and no one even bothers to get back to you. If this is how they treat people do we really want to join?? Their opposition is way better with people communication.