Service delivery almost non-existent

I purchased an e-book on 15 May 2015 on 10:00 am. By 10:15 I phoned the Takealot e-books team to enquire why I cannot access the e-book I have purchased at 10:00 am. The lady said she will phone me back within 30 minutes which never realised. At about 14:24 on Friday I phoned again and spoke to a gentleman who promised to phone me back within 30 minutes which also never happened. On both occasions I never heard from these individuals again. On Monday afternoon (18 May 2015) I phoned and spoke to a gentleman who put the phone down in my ear. I phoned again and reached a gentleman called Rasiek Robertson. I requested to speak to a manager and he requested that he will be able to assist. Rasiek could not solve the problem and said I must give them time to sort out the problem. I requested a refund. I have paid R700 on Friday 15 May 2015 as I urgently required access to the book. He said he needs time to resolve the issue and he will phone me back at 16:00. At 17:30 on 18 May 2015 he phoned me back to say that the problem should be resolved. until now 19 May 2015 I have not received a refund/response.