Russells GA Kgapane poor service

More than a 12 month ago(year 2021)I made a lay bye at Russells Ga-Kgapane, more than R1000 was paid during that period, they only requested the identity document to process the request. The lay bye expired as per Russells staff, and as the lay bye expired, I should bring along police affidavit, three months bank statement and copy of my identity document to request for pay back, and that payment can take up to three months before they pay. The overall behavior or conduct by Russells staff was poor and unprofessional. More of taking customers for a ride(fooling customers) They even told me that I am lucky that my money still reflect on their system, as other customers money vanishes after expiry of lay bye. No proof of cancelation or of claiming /requesting my money back was given, no sms to confirm receipt of my request.

My question is, How many customers lost their hard earned money through the vanishing after expiry date practice?