Layby disaster

Worst experience I've ever had with Ackermans OK Center Polokwane today. I laybyed a character backpack for my son 2nd week December 2022 as he really wanted it and I couldn't afford to take it cash then, and then today 9th Jan 2023 I went to take out my layby paid for it and told to go wait at a point where I'll receive my layby. I waited for more than an hour with no one telling me what was going on I had to ask around what's going on and when I'll get the stuff I paid for. After waiting for more than an hour one employee comes and tells me they can't fund my layby and that they are going to refund me, how on earth do you guys lose my layby at the store? No one bothered to come up with a solution mxm