Poor service!!!

I paid R10000 to reserve a car and had an issue that meant that I wasn't going to be able to view the car within the stipulated timeframe, I then requested to cancel the reservation and my account was credited with the money but almost 2 weeks later and I can't withdraw the money from the account. I'm not sure what Webuycars is playing at but I mean why do you ask for my banking details if you put the money in the Webuycars account as opposed to my bank account? I don't know if they're certain that I'll never buy a car again but all I know is that this isn't how you treat customers. I've spoken to James who says the matter has been escalated but doesn't provide any updates and just responds whenever I query why the matter hasn't been resolved yet.