UNAUTHORIZED DEBIT AND FAILURE TO REFUND

I have logged a complaint on Lewis Store regarding their trading procedures. They still have not resolved the matter. I have been waiting since the 14th of December 2024 for a refund that has to be made out to me from their Protea Glem store. They gave on courtesy call after being notified of the complaint, which occurred twice and was never authorized. I went in store as advised by consultant at Head Office when I logged my compliant and was advised I would be signing a refund form then i would be reimbursed. To my shock when I got to the store, I was told the store has no money and they unable to refund me. I will have to wait 7 days, how when their return policy is not even 7 days. I need to go home tomorrow for Xmas and buy groceries but how when refuses to give me back my money. I feel that I am being punished by Lewis for being a good paying customer. My account is up to date, so why deduct money from my account if it's not authorized. In this whole process I feel so undermined and degraded as I am literally begging them to refund my money that I urgently need for my family for Xmas.

It's unfortunate because when you call Head office, they will assist and apologize profusely then you head to the store and receive the complete opposite, lies and empty promises. I just want my money back please.