Bad news company

I am really disappointed in this service. They call you and tell you to approve a mandate before you are approving or signing anything saying that +R700 will be deducted. As after listening to what is being offered, I told them I will need to discuss this. I then told the guy that I will not be proceeding with the deal. They still sent the form to be signed which I did not sign. 23rd May they deducted a big amount from my account. I then called for my refund and the portfolio manager said he will discuss on their side and he will get back to me, which he did not. I then received an email that negotiations will start and they send me again the form to be signed which I did not sign. Now I have to wait 5-10 days for them to investigate. It’s now 2 weeks since deduction and still no refund. I am so disappointed in this company. They were meant to help but they just made it so worse