Disappointed and upset

At the end of October 2019 I opened a lay buy at Ackerman's South Gate Mall,then on the 2 Nobember 2019 I went to take the lay buy out,I was there for more then three hours in the store waiting for my lay buy until I decided to go to the manager only to find out that my lay buy is lost,the manager said she would phone me the following day but she didn't,the next day I phoned the customer service and was assisted by a lady by the name Lucy she was very nice and helpful towards me and she lodged a complain against the store and the manager,she then gave me a ref no.659764.The following day a gentleman phoned me and asked if there was any response from the store,I said no and he said that he will contact them to find out if they found my stuff then he will contact me but he didn't.Till today since Monday I have been up and down writing emails and phone calls but nothing is happening.Can you please assist me as Christmas is around the corner,I want my money back because I paid my lay buy in full