Bad Attitude From Group Management

I dealt with Madelaine, the Group Administrator to have our Clearwater refund query resolved. Her managerial &customer relations skills left a lot to be desired for someone who's the head of customer complaints at Group level. When we sent someone to drop off hired stuff & get a full refund, he asked for a credit note or some form of documentation stating the refund amount & was told it's not possible to have such a document given. He then asked for the refund request to be endorsed to say \Full Refund"as per Madelaine's correspondence with me but Madelaine refused to this & the person just walked out of their branch with their hired stuff because Madelaine couldn't be reasoned with over such a simple request & gave quite a bad attitude.I wrote an email to Madelaine & Dheena explaining how a normal company processes a refund & that documentation with a refund amount is given for transparency purposes.I had to make time to go back to Clearwater only to find waiting for me their refund request endorsed to say \""Full refund as per Madelaine\"". WHY WASTE OUR TIME GOING BACK & FORTH. I emailed Madelaine & Dheena for an explanation & I'm still waiting 3 weeks later for a response."""