Payment Reversal

I went to buy an item at the Vincent Park Branch.. After the transaction went through from my bank. The sales lady indicated that the system switched off & can't retrieve the sales. The Supervisor advised that she must follow the procedure for reversal. I was promised that the reversal would be completed within few hours.. Its more than 24 hours now, & I haven't received my money. I don't even have the item. I called since I can't go to the store, I was promised to be called back but nothing. I called Head Office, I was told my call would be transferred to Bank Matching. It rang & got cut off several times.