Refund

I bought a car on auction I Paid a total amount of R70600 after the collecting the car I discovered more mechanical issues and reported the problem on the webuycars queries,after lodging the query an amount of R29 100 was credited into my webuycars account and was advises to submit my ID and bank statement for a refund which I did.i was advised the refund would take 3 days to reflect in my account.the 3 days SLA passed I followed up with online sales team and I was advised there is no refund due to me.i further complained and my case was assigned to an agent who failed dismally to resolve the issue,to this day I haven't received my refund because apparently " there is no refund due to me" my question is what happened to the R29 100 and why did the money dissappear after I submitted the required documents.im flabbergasted to the core