Rude Ackermans customer services staff_Failure to refund a credit

My mother discovered that she had overpaid her Ackerman's account a few months ago, she walked in at the Newcastle Mall Ackermans and advised them accordingly. She was put into contact with the call centre to which they advised her that she'll receive her money back in her bank account after 7 days, she obviously provided the necessary documents for the transaction to be processed. A few weeks later, her account had not been credited with the overpayment, she walks back in and was sent from pillar to post by the call centre staff (Babalwa, Qaqamba, Siphokazi, Craig). On that day she was in the store for a good 4hrs, the acting store manager (Mondli), out of his own pocket tried to assist her by faxing the required documents to which the call center said they did not receive. Up until today, (5th of Feb 2022), my 63yr old mother is yet to receive her money.

I fail to understand at what point do we disrespect customers at the rate my mother was disrespected by the consultant who blatantly hung up on my mother after telling her that she obviously didn't want to be assisted when my mother refused to provide the documents she had provided the call centre a zillion times. Who are we employing to talk to customers, is this the value Ackermans places on their customers?

If my mother was the one owing the store R2k, she would have been handed over to the attorneys but because she's an old woman with far less power than Ackermans, she has to waste her time and petrol without much assistance.

My mother's R2k has been accruing interest on the Ackerman's bank account, I hope she will be refunded her money with interest.