Tried to make payment but instead I lost my money.

I beyond dissapointed with the service that I received today from Onkarabile fro. Edgar's in Westgate shopping mall. I went there to pay my account which was paid up but now surprisingly owes above R600 rand. Onkarabile the cashier tell me she won't pe able to process my payment using my ID number then I took out an edgars card. She processed payment first and the payment was successfully made but she she she won't be able to make payment asi had a rewards card which I was unaware of. She scanned a sim card and said my money will be reversed back into my bank account instantly which it did not. I contacted their call center and Carmen says they were not there I need to go back to the store and the same person who was assisting me. I think edgars is now *********** and should just close their stores instead on *****ing from us.