Poor customer service

I paid a R10000 Rand deposit on a vehicle I liked at the Dome branch, due to poor service and condition I canceled the deal. It has been 9 days today with numerous attempts to get a refund I still have not received it. Sent whattup message to 4 different personal. No luck and promises. I was asked for a color copy of ID, proff off payment,and more. What I sent to them was no enough. So what must I do. Being a loyal customer after purchasing 5 cars from them.