Refusal to reimburse money

A Provider has refused to reimburse money paid for a hot water system.
After many " excuses" they now say the refusal is based on the " time factor" whatever that is. I joined thus Provider in the April and the hot water system expired in the following July.
Has anyone any knowledge or experience of this?

Hi Dusappointed,I would suggest you speak with OPAN (Older Persons Advocacy Network) for advice on how to further progress with this issue. You can call them on 1800 700 600 (6am - 10pm seven days a week) and is a national advisory service. I have included their website link below.

Regards, Jill