Disgrace of service standards

Very simple. Put in a order for a car and a c****at. Never got the c****at. Hired the care on the 22nd of December. Deposit payment of R 3700 still not finalised. Upon calling, I was told "I must sort it out with the bank'. Upon emailing their customer service, no feedback. Not even an acknowledgement of receipt. As a customer, I am completely left in the dark without any recourse. The time and energy this has taken is just unacceptable.