Just a waste

We got a new car a few months ago through Suzuki and Carter and were promised a refund for the car registration fee which we paid as part of the package. My things is, if we paid for something, we should be able to get it right? Nope, the car wasn't registered when delivered and we had to go through the whole process of going up and down to get it done, which wasn't an easy task because of time and busy schedules. I then became in contact with one of their sales people from the Suzuki Rosebank branch who seemed eager to help resolve and assured a refund will be issued once we got everything registered and sorted. Well to cut to the chase, after weeks of waiting for a response, we're only told that the refund was unsuccessful 🤯 Why charge for a service you're not going to provide? In this economy you think people $h#t money!?