Refund

I have made a layby at Rochester Centurion late November 2020 with an amount of R4600. On the 16 of February 2021 I transferred R1500 and on the 17th of February I transferred R500, which made my total payment to be R6600. I cancelled the layby and requested a refund. So far I have only receive the R4600 only. On the 21st of April 2021 I again requested the refund of the remaining R500 and R1500, I still have not yet receive the money. Every-time I call I am being told that the matter have been escalated. I am not getting any assistant at all. Kindly assist.