Vox refuses to refund a service not provided.

I am a new client with Vox via Octotel. I contacted them for their services and was waiting on them for installation. For a year, i always follow up between Vox and Octotel for installing but was always told they are either arranging for the technichians or Octotel to get back to them. When they finally came to my complex, i was told the "trunking" or so could not reach the top as i stay on the 3rd floor and they needed to fix it into the bulding. This was not approved by the body corporate due to the changes to be made to the building. I contacted them for refund since i have been patient enough but i was told to provide proof of payment of which i asked a friend owing me to make the directly into their account and he is not reachable after he left the country. I have been refused my refund and was not provided the services either. The money is clearly reflecting in my profile on Vox website. Uncontrollable events can occur within a year and more, plus the delay was caused by Vox/Octotel and i have to forfeit my payment cos i cannot provide a POP. I have contacted them via email but not getting any response any more. I am sure there are other controls in place for situations like this as it is not out of the ordinary.