Refund refusal

Bradlows Wonderpark refuses to process my refund telling me that I must go to Bradlows Garankuwa. However when called before going to the store, they informed me to come ID, bank statements and lay bay details. Of which I did so. After refusing to assist me. I then called the customer care line of which they made hold the line for 20 minutes without being assisted until my airtime ran out. Now, no one still processed my refund.