Terrible Customer service

On request of VW Financial Services I had to pay R350 for the release of the Natis document. After I made payment on 29 March I was informed that I am no longer the owner and hence not allowed to get the Natis document. I have requested a refund but each time I get a reply stating that it will take 3 - 5 days. I am wondering now if they meant 3 - 5 months perhaps as it's now into going into month 2.