Most *********** service

I purchased a vehicle through Lindy in November 2015. Prior to that on the 30th of October when I was due to collect the vehicle I had asked what is needed before I could receive the vehicle an she did not respond to the email. To my embarasment to collect the vehicle I am told that I have not paid the deposit so I wont get the vehicle. Luckily the following Wednesday I manged to get the deposit and I was promised a cach back. Today is the 22/12/2015 and I have not received the cash back. When I enquire about the cash back I am told I need to submit a Natis document so they will not pay. Why was the Natis document never mentioned in the first place? to make prior arrangement as I cannot get off work easily to go to the traffic department. This is a huge inconvenience as a customer and nobody gives a hoot.