Pathetic service

I made an online laybye and paid R5000, I was assisted by Bright Majola. After 2 days I decided to cancel my laybye I then called UFO and spoke to Bright he asked me to email my ID and proof of banking details of which I did and he confirmed receipt, it been over 9 days I decided to call him and he said he will ask one of his colleagues to do the refund, I then asked him why he is going to ask his colleague now after 9 days. He did not give me a straight answer. I want my money and this is the exact reason I decided to cancel my laybe after I leant that they are no reliable.