Bad customer service

I Kealeboga Rakate, currently moved to Mpumalanga permanently. I made a lay-by at pep maponya mall soweto, I did send my aunt to take it out with my I'd copy. I won't be able to travel to Gauteng of which it's very costly so they refused to give my aunt the lay-by saying they need me or my original I'd. From Mpumalanga to Gauteng I have to use plus minus R800 then I will also have to pay for the lay-by its gonna be lots of money for me. So I think it's better they return the money I paid when I do my lay-by how I don't know but I need my money or else they give my aunt the lay-by. I don't know if they know the new law of popia