Happy Customer but frustrated with Agents services

I am very happy with the service I received when I sold my car to We buys Cars, the service was excellent and seamless and even when I bought both my cars from them it was also a seamless experience and I highly recommend the Silver lakes branch and the Dome. Unfortunately my query with them is that I am battling to get my refund from them that I paid to reserve a vehicle at their JHB branch, the agent was very dismissive and rude when I tried to follow up on my refund with him. I made a deposit into my husbands Webuycars account on their online platform to secure a vehicle, because mine was locked, the money was deposited from account into this online platform, now I need my refund because I did not buy the vehicle that was reserved, we buy cars is giving me the run around, I am being told a lot of different stories and all I am requesting is my refund. I was asked for documents to prove that I am the one who paid this money, and my husband was asked to send a letter requesting that the refund be made into my account, all this was done but when I contacted their online sales department to find out if they received my documents I am again being told that nothing was submitted, I am just asking for my refund that is all and I don’t think it should be such a fight to get my money back come on now.