Had to pay twice for same clothes

Went to exchange clothes and Lucy said their new policy says she must refund my money back to my account for exchanges. I explained that I don't want a refund I just need to change sizes but she insisted that it's their policy. What puzzles me is the factor that other earth child branches have never given me issues with exchanging clothes. This was an inconvenience bcoz the money takes 6-7 working days to reflect in my account and was told to pay again for the same clothes yet their refund is not in my account. I asked her to call other branches to ask why are they exchanging clothes without telling clients they need to refund the money back in their accounts and she refused. She Said they changed the policy bcoz of the merge with truworths. This was an inconvenience and she never acted as a manager bcoz as a leader you put yourself in your clients shoes and if she had called other branches It would have put my mind at ease to see that at least she tried. Shes very inconsiderate.