Bad customer service

I’m so disappointed with the staff of Lewis store nelspruit, my mom laybyed a bed in 2013 for my brother but my brother was too in a hurry he bought a bed days later my mother went to cancel the laybye she was told she couldn’t get a refund but since she doesn’t need anything at the moment the money will be available on the system anytime she wanted to buy something, she kept going to Lewis to check if the money was still available and it was, eventually when she needed something she was told head office needs to first approve she would leave without a purchase, she would go back and again she would be told the money is available but every time she wants to use the credit available they had a story to tell... years later they still say the credit is there but she must provide a receipt before she can make a purchase, after all this time where must she get a receipt... now apparently the money was invoiced... the manager ignores us when we enquirer. I wanted to buy a fridge Lewis lost a sale because the manager was too arrogant to help my mother