Bad service

We logged a claim for water leak on 9 October after coming back from Holiday to a scullery where the laminated floors lifted due to a water leak. The leak detection was done only on 13 October. The Company King Price assigned indicated that they will not release the report until payment is made. We as clients paid the amount of R1083.00 to the supplier. After various follow-ups and calls a final decision was made only on 2 November to reject the claim due to wear and tear and breakdown. Ivan Molefe told me on the phone that this amount we paid (R1083.00) will be refunded to us within 3-4 working days, as we were not suppose to pay it. I send Ivan a follow-up email on 20 November to ask when this monies will be paid as I still didn't receive it - NO feedback. Again on 24 November I emailed - NO feedback. I phoned the call centre on 25/26 November to follow-up. The person indicated that there is no refund loaded on the system. I asked for Ivan's manager, but he wasn't available. They left a message for Ivan and his manager to contact me back - Today 2 December I still didn't receive any feedback. BAD Service