Rentoza Refund delay

Rentoza has the worst customer service, ever. 2 years ago, I tried to rent through them, and was informed they could not verify me. So I sent an email this time round with a utility statement, asking if this would suffice. I was then told they do not do a pre-authorization, and I need to follow the online process. They are quick to take your money, but if your order is declined, they do not start the refund process until you click on Refund. There is no customer service line you can call, there are no agents, and the WhatsApp number is not answered. But the minute you put items in the checkout trolley, they are quick to WhatsApp you to complete your order and pay. But when you reach out for a refund, the same numbers do not respond. It is now 13 days since I requested a refund, and I have not even received communication that it is being processed. When I go online, it still states I have a pending order. Worst company ever.