Ctm return policy is a struggle

I am disgusted and disappointed about the service I received from ctm boksburg from a cashier/ consulted named yolanda, what happened is I bought tiles last month and made a request that I will collect them at giyani ctm, which I didn't since I won't be needing them anymore, so I went to ctm boksburg and requested a refund mind you I am using a ctm credit account she told me that it won't be possible since the money was transferred to giyani, she even said there's nothing she can do since it's weekend and the call center closes at 12 ,which I know is a lie because the call centre closes at 4 pm on surtaday , she then tell me later that she will call me on Monday but guess what she didn't take my details

PLEASE TELL ME WHY DIDN'T SHE PROCESS MY REFUND BANK TO MY CREDIT ACCOUNT ,I HAD A SLIP AND EVERYTHING AFTER ALL I BOUGHT THE TILES FROM THEM