Unproffessional!!!

I bought goods for cash at Foschini The Grove and paid with the debit card. I decided to return the items and was told that the money will be refunded directly to my bank account and it will reflect within 2 hours, this was on Sunday and I am still waiting. Today I call to enquire and I'm transferred to a Marie on the *** before I even tell her the reason for my call she tells me she doesn't work with clients and why am I calling her!!!! Is this how you teach your employees to respond to clients. I will never ever buy anything in your group of stores ever again and I want my money!!!