Did not deliver the guaranteed service promised

Two weeks of sending emails to their customer care email, I keep getting an email back saying they received my complaint and not a phone call nor an email giving me any feedback regarding my complaint. We have paid Lucid R8500 all in all with my husband and I and it's over a month with no delivery as promised. I want a refund as they have put us in a worse off position. We may lose the house we put an offer in due to this!! <br> This is a paragraph from my email and still no response: Firstly the service did not meet 7-14 days (note it was not said working days), Secondly we were promised a guaranteed service from lucid to ensure our credit report is clear of what we paid for(nothing of that done). Thirdly Lucid has put us in a worse off position financially and with us purchasing a home, we could of called and agreed with the arrangements with African Bank and Foschini as well as pay off the default instead of paying Lucid all that money!!! But Prenesh promised Lucid will do a far better job than we can(NOT THAT WE HAVE SEEING YET). It's very easy to call and email and put a report together, I can do that, I don't need to see your progress when you not delivering on what I was sold.