What must happen now? Paid & now pay again?

On 23 Jan 2016 I visited the American Swiss branch at Parow N1 Mall(13:42), My sister & I (made of honour) went to resize her future husbands' ring.<br> <br> Assisted by Naz. She took payment and handed us a receipt that my sis (shandre) signed. We were told to bring this as proof when she phones for collection. (by which they never phoned).<br> <br> My sis went to find out if the ring was fixed as it was almost a month she did not here anything. She was told that she have to pay again, she already paid before. They laughed at her when she became upset with the fact that she already paid.<br> <br> She came home with this added on stress. I phoned the manager Susan/Suzan to assist me. I requested to speak to Naz (who now was magically there, but wasn't available when my sister was there earlier) I spoke to both ( Naz & Suzan) I requested that they look on the system what was booked in on (23 Jan 2016) or to view CCTV Naz was so rude on the phone, & it made things more frustrating. They told us they wouldn't let someone pay upfront, but they told us to pay on that day. She told us she will let us know, I need feedback ASAP the wedding is next weekend. What must happen now?<br> <br> FYI this service should be free.<br>