Extremely poor service and assistance

The salesperson that is suppose to help us keeps ignoring our calls, we've been waiting for our refund on a vehicle that had a gold dekra report but was actually not driveable for nearly two weeks now. When I do get hold of them they keep saying the refund is done the day before but we never receive the refund. The 72 hours waiting period is now way longer with no response from their side. The service is extremely bad.