Incompetence bad service

I have been at Edgars Westgate 3 times trying to get a refund but still without any assistance. l went back in store make an exchange then it happens that the items l bought there were less than the initial price which means they need to give me change, but because the transaction was done via JustPay now App they advised that they need to pay it back to the account which l don't have an issue with that. Then the debit order went off, l went back to the store to query then l was told that things have changed l need to fill in the form and submit my ID book which l didn't have at that time. 3rd time l went to submit my ID l was told another story that a bank statement is needed, the cost of an archive statement is far more than my refund. Am not happy about the incompetency of the staff member because initial if I was given the right information first hand we have resolved this long time ago. It's like l paid for something that l don't have as we speak and Edgar's has the money lying on their suspense account or something. Can someone resolve as for Edgars us known as a big retail store this is not acceptable. Am money and time to go back and forth just for a refund just to be told unfortunately that's how it is. There nothing we can do if you don't submit the statement. No empathy at all.