No response after escalation query to Management!

My son purchased some running shoes in terms of the promotion that you are promoting The first payment refund in terms of the running shoe promotion was paid into my account as promised & since has stopped

My son queried & was told that he no longer qualifies due to the type of shoe? What? The first payment was already paid over?

How can they now say the shoe is not a running shoe after they paid the first payment?

Please investigate urgently