Complaint - disappointing how my complaint is being handled post sale

I am writing to express my dissatisfaction and disappointment in the manner in which my complaint with we buy cars is being handled post sale. I purchased a used vehicle in September from your Port Elizabeth branch through a salesperson by the name of Zain. I had the car for 2 weeks and I had to take it back to the mechanic (recommended by we buy cars) because my car started smoking. I was told the turbo needs to be replaced asap and other works are also needed to be done on the car. I paid for the turbo replacement, money that I didn’t have as I purchased the car cash, I had to borrow 19k to get this done. The car is still smoking and the mechanic told me there are additional works that still needs to be done for it to stop, which another quote was shared of 20k. I shared these with my salesperson and requested a refund and for we buy cars to cover what still needs to be done on the car and he raised my claim with Charlie (complaints) on 2 November. I also mentioned to Zain that I am travelling long distance on 17 December to Cape Town and I’m afraid to travel with the car since all these issues have been brought to my attention and I would like to get it fixed before I travel. I am fully aware I bought a used car but I didn’t sign up to buying a broken car and the dekra report is contradicting too.

Today is 9 December (over one month) and not once has Charlie picked up the phone to phone me personally to give me feedback. Zain has been giving me feedback and trying to help but nothing concrete which I understand as he is but the salesman , the update is always “ he is following up with Charlie” I then asked for Charlie’s number to call him directly, I tried calling him several times and his phone is off. I then called customer care and they promised to get Charlie to call me back on Monday Dec 5th, to date he hasn’t called. My sales person then got a lady by the name of Nina to call me on Wednesday 7th, she couldn’t give me much of an update but said she is looking into my complaint and promised to call me back by COB that same day, she has not kept her promise. I also logged an official complaint and the email notification confirmed I would get a call within 24 hours and still nothing.

I am extremely unhappy with the service I have been getting from the we buy cars team as it goes completely against your company core values. I’m not getting any support or feedback from your team on the ground hence I am now going to escalate to all levels in the hopes that my complaint with get the attention it deserves and that the matter can be resolved.