Terrible Experience caused by Ackermans Staff

I am writing to formally lodge a complaint regarding the unacceptable experience I’ve had with your Century City store concerning a Lay-Bye that was due on 8 August 2025. On the due date, I called the store to confirm whether I could collect my Lay-Bye without my original ID, as I had lost it. I explained that I had a certified copy and an affidavit. The staff member I spoke to assured me that I would be assisted, which gave me the confidence to travel to the store. Upon arrival, I was told there was no Lay-Bye under my name. I provided my ID number multiple times, but the staff insisted there was no record. I did not argue, assuming perhaps the Lay-Bye was registered under my husband's ID. Unfortunately, the Lay-Bye expired. My husband then went to the store on 25 August 2025 to collect the funds. He was told he needed his original ID and the Lay-Bye receipt. He returned on 6 September 2025, only to be told that there was no Lay-Bye under his name either. He asked the staff to check the reference details, and to our surprise, the Lay-Bye was actually under my name (Bongeka Mbilini) — contradicting what I was told during my initial visit. This back-and-forth has caused significant inconvenience and financial loss. We have made three trips to the store, incurring transport costs and wasting time, all due to the incompetence and misinformation provided by your staff. I am now requesting the following:

A full refund of the Lay-Bye amount. Reimbur*****t for the transport costs incurred during the three store visits. A formal apology for the poor service and miscommunication.

I refuse to return to the store again only to be turned away. I expect this matter to be resolved promptly and professionally.