Lay-by missing

I’m so disappointed with the incompetence and negligence of Ackermans Nonesi Mall in Queenstown. I went there to pay off my lay-by and to my surprise they couldn’t find it, it was late close to closing time so I asked to fetch it the following day and they agreed after being there for more than 20mins. I went to the store the following day and to my dismay the Manager tells me they can’t find it it’s not in their store room, they must’ve misplaced it. She proceeds to apologise and explain how it could’ve happened however I am beyond appalled…