HORRIFIC SERVICE!! They take your money and never contact you

I took 2 drives to be recovered, the receptionist called me to give me the amount for 2 drives and i confirmed. I then made 1 payment for both the drives. They could only get 1 recovered and the other they said i must wait. I asked if we could get a refund, the receptionist then asked for my banking details which I sent through. Then the receptionist CALLS ME and says that they cannot do a refund, they can either quote me on an international part for the drive AFTER PAYING OVER R2000 or I can place the drive in hibernation and wait until they have the missing part for it. Again , i told them that we only needed one of the drives recovered and luckily the one that was recovered successfully is the one we needed therefore we are wanting a refund. She then says they cant do a refund so i tell her okay then we have to place in hibernation because what else are we going to do? We will not be paying anything extra for that drive. We then end the telephonic conversation...... Now we have been trying to get a refund since March 2023 for a drive that was not recovered. I email them today asking for a refund as i have not had any communication with them since then nor have they called me or given me any updates with regards to our drive. And they say i have not formally told them which option i have chosen even though I confirmed telephonically with the receptionist , THE SAME WAY SHE telephonically asked for confirmation to work on the drives and gave me the FULL amount to pay. Not stating that we must make 2 seperate payments.

8 MONTHS LATER , WE DO NOT HAVE OUR DRIVES NOR DO WE HAVE A REFUND ; NOT EVEN AN UPDATE WITH REGARDS TO WHATS HAPPENING WITH OUR DRIVES. They simply do not care!!

HOW CAN WE TELEPHONICALLY ACCEPT QUOTES AND HAVE PAYMENT MADE BUT WHEN I CONFIRMED TELEPHONICALLY TO HIBERNATE THE DRIVE, NOW THERE IS AN ISSUE. The job is simple: Recover the drives, the drives have not been recovered, 8months later no answer/update. We expect to have our refund or at least have the drive recovered at their cost. Why is this so difficult?