Very bad service from Lewis stores

I had a debit order that was going off on my bank account for Lewis, when the account was paid in full they still took my money the next month. I am struggling now for two weeks to get my refund from the Lewis store in Moot street Pretoria. The lady who is working there told me that I can come and collect the money in store. When I arrived at the store she was not there, now they said that they cannot see the credit on my account anymore and that I must send my bank statements. They are very quick to take your money but when they need to refund you then it is a problem. Not the first time I am getting really bad customer service and customer supprt from Lewis stores