Laybye refund

My name is Thabile,I made a laybye at Evaton Mall apparently it was over due and was cancelled.When I asked for my refund I was being told that they won't be any refund my money is gone.I told them that is impossible because I did ask the Head office I was told to go to the store with the slip and bank statement.i were they told me yaaaa I must bring them and also a copy of my ID, according to popie act you not suppose to leave ur ID,but I did leave my ID copy, laybye slip and bank statemen***** been 3 weeks now I have not receive my money.They called me and I was being told they will get back to me since last week.