Pay City

i made a payment to Pay city for my license disc about a month ago and received no communication and on the 17 August an email came stating user feedback required, i then contacted pay city to ask what is required and then was told to go on the app and see what was required from my side. there was no other information to say what was required from my side so i now contacted them again on the 25th and was told that the app does not specify what information is required until we call and request what is needed which was a flaw in their app in notifying customers exactly what to do. so the agent told me i need to send a photo of my latest disc which i sent on the 25th. i am now requesting for them to tell me when the disc will be ready because i need to travel down to Durban on the 1st and require the disc but was told the process will take 10 days from the time the admin work is underway which i then also requested for a refund so that i may obtain the disc from the post office myself and was told it is too late to get a refund.

please assist as i now require the disc urgently and can get it from the post office the very same day.