Dissatisfied

I’m having a laybye that is expiring month end November, which is next week from now. Store consultant named Shine at John Craig Thavhani refused to refund me, claiming the Auditors accused them of *****ing the Money if they do so. And the terms says to refund in a form of store voucher only if the expired day has passed. I’m very disappointed not only for refusing but for declining also to call or refer from other stores or managers.