Contempo highveld Mall is ****ming customers

Hello Peter

I have no words to describe the poor customer service my mom was given at Contempo highveld mall, she was purchasing a dress and the cashier said her card was declining twice, even though she showed them approved notification on her phone, she insisted that it didn't go through, she went to an ATM to withdraw the money and paid. Two days later , we reviewed her bank statement and it showed that those two purchases actually did go through, we phoned the store and they said we should submit the bank statement of which we did and Wendy the store lady said she has sent email to support and the money will be refunded after 2 working days. This happened on Wednesday and today it's Wednesday, 7 days later, the money has not been refunded, she said now standard bank is refusing to refund without the presence of my mother, who is now at the National marking centre and can not go to the store anytime soon. This is unfair and poor customer service to us, can this matter be resolved soonest.