Action deposit not refunded!

I made a R5000 deposit in order to participate in a car auction, my bid was not accepted & I was told the R5000 deposit will be REFUNDED TO ME. It’s been exactly 7 days (1 whole week) since the auction ended and I still don’t have my money back!!! I’ve been contacting various representatives from we buy cars, and all of them are just giving me peoples email addresses to summit my request to & days later… STILL NOTHING. I would just like my deposit back like you guys said it’s “ REFUNDABLE”.