failed to deliver service in time specified

i requested a business registeration on the 5/03/2015 was informed turn around time is 21working days on the 02/04/2015 the 21days was done and still no response i enquired about the matter on the 07/04/2015 and was told it was only sent back on the 01/04/2015 where as the name was approved on the 20/03/2015 so why didnt they send it in for registeration further more i made a deposit of 600 instead of 495 when asking for a refund i was given the run around yet they have proof of payment on theur side, only response i got was to wait till friday, and nothing is said about refunding me my change maybe this is their way of robbing customers.theres no apology, no way forward or how to compensate me instead im being told to wait by the manager (Njabulo kuzwayo) the service is appaulling,*********** and very unprofessional to say the least.