Angry customer. I want my money.

I visited boxer stores in Lady Frere to buy assential items on the 16 April 2020. I used my mother's bank card to pay. The card declined but the money was gone from the account, Lumka is the lady or supervisor who was assisting me, she took the till slip and told me to wait for 48 hours and must get a bank statement and ID. On the19 we went to Boxer stores asked for a manager and the lady by the name Lumka assisted as again. she took the bank statement and asked for the copy of an ID and for the till slip which she took on the 16. I asked her where am I gonna get a copy it's lockdown and the slip you didn't give me. She took all the documents and come back to us and say don't come back here I will call you because I have to forward your documents to various department to check what went wrong.

May question is when she told us to wait 48 hours, on their side' Boxer store' they did nothing about the problem? they don't balance their tills because they should have seen that the money is on their account or float. Today is the 21 April 2020 still no call from them.