Checkers Northmead takes money and refuses to refund or give groceries

On the 19th of August, My assistant, Marlise, bought groceries with my card at Checkers Northmead to the value of R 1,831.34. After she swiped my card the entire checkers system crashed. She waited there for a long time as they would not let her go. Thereafter they refused to give us our groceries or reverse the transaction. We asked Jaco Smith, the manager to call us later, his cell number is ***, he never did, refused to help. Today he said he couldn't reverse the transaction, but would give us the cash back. When Marlise arrived he refused to do so demanding personal bank statements. I have loyally supported checkers for some time and buy all my groceries as well as office supplies from checkers. This is the worst possible treatment that a customer could receive, to take their money and refuse to refund them or give them their groceries. To not call back. To offer to pay one back and then go back on your word? Sincerely disappointed and hoping to receive feedback shortly.