I was interested in a car and I joined the auction with R4000 and unfortunately I did not get the car

I was interested in a car and I joined the auction with R4000 and unfortunately I did not get the car. Then I sent all the required documents for a refund which is approximately supposed to take 3 - 5 working days, in my case it has been a month and 2 weeks now and I haven't received the refund and the is not communication whatsoever on their end. My experience is not a plasent one.