Horrible Customer treatment - Cash Build Tonga Mall

My sister loaded money on the Cashbuild card at Tonga Mall in Mpumalanga for an item we wanted to buy.

I ended up buying the item ( cash, not via the card) , and we asked them how we can get the cash back last month already. They said she needed to bring a bank statement in order for the cash to be reversed, which she did yesterday.

When she arrived they told her she needed a police affidavit, which did not make any sense and was not communicated when we initially asked, but she went and got that today, and sent it to Cash Build.

Upon arrival, they told her she can only get a portion of the amount deposited on the card. The amount they said they will give her is only a quarter of the deposited amount, meaning she would have to go to Cash Build at least 4 times to get the full amount.

This is very bad customer service and we ask the money be returned immediately.