Patchcare taking funds and rendering no service

I went to test for Covid-19 at Vryburg Private Hospital. I needed the PCR test results for a operation two days later in Pretoria. I followed up on the 21st which was the next day as to when the results will be available with Phuleng. First she didn't even have any information on me and after a few hours phoned me back to say that I would only be able to get the results by die weekend. I told her it's impossible as it will be more then the 48 hours that Patchcare promises results and that my operation will get canceled. She then said I will have it by Thursday evening. It's almost 6 days later, I haven't received my results and I had to do a rapid test after a whole process of explaining to the surgeon and hospital that Patchcare took my money and rendered no service. I would like to request a full refund please as you may not take my money and not render as service. Use my ID number as reference.