Scoin shop refuses to buy back

We purchased our first gold medallions in 2011 in the Glen Mall. The sale representative convinced us that this was a great investment opportunity and that the Scoin shop would buy back the coins should we wish to sell them. The sales rep continued to make regular contact with us, and after a while we bought another set. Last year when we decided to sell the set, we were told that the Scoin shop was not buying back those coins and we should wait. I tried unsuccessfully throughout the year to sell the coins back to them until eventually they gave me a price that was R16000 less than the purchase price. The rep advised that I try to sell it on bid or buy! This was not what I expected from the Scoin shop. When I contacted another branch this year, again I was told they are not buying back. Last Wednesday I decided to call the Glen mall again, I was told the sales rep had left the company, but they would contact head office and try to help me. By Friday, I had still not heard from them, when I called they told me that the phones at the head office were out of order and since they could only email them,I would have to wait til next week.Surely an email doesnt take 5 days to come through