Bad service from manager

So on Monday I went to elspark Ackermans store to pay a deposit on my lay-by when one of their employees made a mistake and R1000 was taken from my account but it didn’t reflect on their side from day 1 the manager of the store Mpho failed to assist me and was given all kinds of different information they didn’t bother calling me or giving me a follow ups I’m the one who keeps calling them as if I made the problem when I didn’t and worse part is that the manager tries to exclude herself stating she was not the one who created the problem I was given different stories as to how I need to get my refund till today I’m still waiting. They keep saying I should give them my bank statement which I did but they want another one they can’t receive emails as they claim as I would have emailed my bank statement it’s been a total nightmare dealing with this honestly