Unprofessional

This company has been debiting from me since 2016 till now. I have finished paying them and they are supposed to refund me with R700 because they over debited. Tebogo at Moruleng store told me she can't get hold of the person who gives authority for refunds, which is very unprofessional. I told her I would return to the store in 30min, but because I was disgusted by their poor service, I tried calling their Head Office but to no avail. This was my last resort.