Failure to handle customer request with urgency and professionalism

A business is supposed to take care of its customers if the customer is not abusing the company but iv experienced the total opposite from Lewis store in nelspruit store 493, in February I went to the branch to try get my installment reduced because I was going to maternity leave and wasn't receiving my salary so I couldn't pay the full amount but the manager told me they could not do that so I asked to cancel my debit order (that was January ) but February the debit order still went through, I couldn't go to the store to dispute because I have given birth end of January and had a small baby. Despite me canceling my debit order and getting a confirmation from the store that the debit order has been canceled still the debit order went through in the following months, I then sent my partner to go enquire in store and they told him that they will fix it but by May it still hadn't being canceled, and when the debit order went off in May I decided to go to the store to check again what was happening with the debit order and also get my refund for the month of May because it was all getting exhausting because iv been canceling the debit order from February but still not being assisted.

When I came in store to get my refund the Manger told me that the money hasn't cleared yet I should come after 3 days then they will give me my refund (,that was 24 may),I come back after 3 days anx they told me that they have run the month end so I can't get a refund because accounts have been closed, manager then asked me to come back after the 10th maybe accounts will reopen, I came back on the 10th of June and manager asked for my bank statement and said refund will be done in 3 days, I waited 3 days but still nothing, I kept on coming to store and manager would tell me that he will do a follow up with head office and call me back but he never did that.

I kept on going to the store until the 24th of June when the manager told me that I cannot get a refund because my account is in arrears. I was never told that from the beginning but I kept on wasting my time going to the store and still not getting any assistance. When I ask the manager why can't I get the refund because iv canceled my debit order iv even signed some documents to confirm the cancelation and why did the debit order still go off after iv requested cancelation countless times but he bluntly said to me it is not his fault and not his problem that the debit order went off even after iv canceled it.

The manager "Mr Mahlangu" as they refer to him has been unsuppotive and blunt, he is full of excuses and doesn't keep his promises to call back customer or to deal with customer request timelously, he is confused and doesn't know how to handle customer request professionally.

I have received the worst service from lewis nelspruit when I had a problem that had to be attended to.