Bad customer service

I had a rep come to my place of work. I placed an order right then and there was promised to have the stock in 5-7 working days. A layby consultant phoned me and explained a few things I then paid 5 months payments in one go. Waited 10 working days then reached out again as I still haven't received anything. Then I was told no it's 7 working days after the first debit order goes off. Okay no problem I arranged for the eft to go through the very next day. Now having paid 6 months of installments in less than a month. We are now on another 10 working days and I still have not received anything. I requested a refund and they will charge me R200 to get my own money back because of their negligence and **** customer service!