Refuse to reliese funds

I have purchased a neo card machine for our ministry. They where quick on delivery. They said 24 hrs after our first transaction the money will be in our account. Well after 7 days i contacted them and spoke to Lulu who was very helpful. They needed to FICA us. I understand, but why didn't they notify me via email? well after I send them the necessary documents still no funds. They say my account is inactive.... What rubish. I eventually asked my accountant (after 10 days of waiting) to contact them Still no reply or finances. This is sad that a company cannot communicate with its clients. They still sit with my money.