Bad customer treatment

My mom made a lay-bye at Identity Kimberley Currey street . The lay bye unfortunately expired and when she tried to go get her money back she was asked for her lay-bye receipt . She didn’t have it and asked them to use her ID as that’s what she used to make the lay - bye. They blatantly refused to help her and yet she is even an account holder . When she asked for the manager , she was of no use but very rude instead . This is very unacceptable as she has a right to get her money back because she did not get the goods she wanted .Everyone uses an ID number to identify the customer for refunds and you guys should do the same . It’s even more u fortune as this is a loyal account holder of your store.