Ridiculous policy

I purchased items in Edgars Sandton, one of the purchased items did not fit so i returned it at Woodlands, i took two items which were more or less the price as the one item. At customer service we waited very long for assistance when it was our turn, the gentlemen that assisted us somehow swapped my card and was looking for my purchased items on someone elses card, as i did not have my slip with me. after wasting an hourr of our time my husband noticed that the card looks different and told them that they are looking on the wrong card. long story short we had to pay an additional R67 service charge because of the fact that they had to go and look for the item. what about my time that was wasted. what about the fact that this service charge was not communicated prior. Plus the staff are still unfriendly and unhelpful even towards each other, no one wanted to assist the guy although he asked others for assistance numerous times.