Extremely Infuriating Customer Service

On the 29th of May I purchased a Yoco card machine from their website, then decided I should rather upgrade to the Yoco Khumo instead. The Yoco Support Team assisted by cancelling the first purchase and assured me the refund will reflect in my account within 5-7 days and even gave me a reference number.

13 June - I enquired about the status of the refund, and got this reply;

"We have checked with Finance on the refund, there was a delay but it has been requested correctly. We will send a proof of payment was it has been paid.

Thank you Lydia Machona"

To which I never received a proof of payment, or any other communication for that matter...

26 June - I enquired again, and again, and again... I was put on hold twice, to which I had to return the call, just to find out that they can't even trace the refund reference that they gave me the first time.

After sending countless emails and a complaint on Hello Peter, they finally rep**** that they will contact me directly. I received a message from Thabang: "I have checked on the refund in question, Kindly note that the refund has been delayed from our processing team. You do not need to send us the proof of purchase, we have the order number that was cancelled. At this stage, we are aware that is has taken longer than the initial turn around time provided. I have made a follow-up again today with the processing team. Kindly allow 1-2 hours and we will send an update on your email."

And later a call 27/06 at 14:58 from Leeroy February, confirming that the refund has been done and they will send me a proof of payment (I've heard that before...haha). They only sent me an email that marked my case as resolved?

Needless to say, but I am still waiting for the refund.

4 July - I receive an email from a Rajab at Yoco. Apparently I have to contact my bank for any proof of payment, since they cannot trace one single payment on their system. (FYI - it was a direct online payment, not an EFT, there is no proof of payment). This after I have sent them ALL the details that they sent me of the order/invoice, the reference number for the refund AND AFTER this case has been resolved 3 times already according to them!

Well, here we are today, 5 July... I AM DONE. Completely and utterly done with this issue. I've been nice, compliant, rude, angry, frustrated and now I'm fed up... Obviously their system is not working as it should be and being juggled like this is no fun at all!

Who do I complain to? The Ombudsman or the National Consumer Commission or some kind of institution to get Yoco just to refund me??