POOR SERVICE

I went to Clicks Store Wonder Park mall on the 24th of September. I wanted to use my cashback but the teller told me that it is a holiday , the cashback services is not applicable, her store manager was standing next to her and she did not try to assist at all. the lady just brushed me off without any effort to sort out my issue. I called their customer services the following day and they told me that there is no such thing as cashback not available because it is a public holiday. I was told that she was supposed to pick up a telephone and call the customer services if she was having issues because that is standard procedure when there are issues with a cashback. I officially lodged a complaint and her Assistant Store manager called me a day later, she told me that they received a communication that the Cashback service was not available and it also does not reflect on the receipts after a payment. I told her that it appears on my receipt cause I ended up using cash I was not prepared to use. All I could get from her is that it is strange that the cashback balance reflects on my receipts and she thinks that her employee did not understand the message she from her office that the cashback is not available on that day. But there are people from our office who have used the cashback service to purchase items from the very same clicks store. A teller says cashback does not work cause it is a holiday, an assistant store manage says the cashback service was not available for the day, customers services says it was available and they were able to resolve cases that had issues after being consulted , colleagues have used the service. I wonder who is telling the truth