Bad service with respect to a credit from Toshiba - Hisense

We bought a Toshiba TV just over 2 years ago through Takealot. This TV has stopped working. I notified Toshiba on the 17 February and was asked to send a copy of the invoice to them. This was emailed to their service department. I was informed that they would contact me w.r.t. to fixing the TV in 3 to 4 working days. A week later I recalled Toshiba asking what was happening, to be told that it could not be fixed and that it needs to be collected and returned. But before fetching I need to send a picture of the serial number and the TV showing it turned on with no picture. This was done on the same day. I would then receive a credit via our Takealot account. The TV was collected on the 4 March. I recalled Toshiba on the 9th March and was promised feedback on the same day. As I have not received any feed back, I recalled this morning and was told that they have now requested a purchase order (on the 9th - was it after my call?) from Takealot. Once again they said they will follow up and give me feedback... Why do they now need the purchase order, as I have already sent them the Takealot invoice? My view is that it is a delaying tactic....