Wrong values credited and recharged

To exchange items at an Identity store, a credit has to be processed and the exchanged items ''resold''. When I exchanged items for smaller sizes, the incorrect credit was passed on an item (less than the item value), and it was ''resold'' to me at the correct price. This mistake was only noticed after returning home and when trying to have it rectified a couple of days later, I was pushed from pillar to post, but eventually a transaction (apparently) was processed that would rectify the credit due on my card. After checking my cr card account at a later stage, no further credit had been processed, so I decided to return the items for a full refund and approach H/O with the issue. Returning the items was a nightmare, as the transaction to correct the incorrect entry had changed a cr card sale to a cash sale and I was told not enough cash was in store to credit me. Eventually, after I refused to be given the run around again,, I was refunded and once home, sent an online complaint to Identity. To date (3 weeks later), no response has been received. The short of it - Identity owes me money, their exchange/returns procedures are not customer friendly and staff is poorly trained