Polokwane Makro not giving what the promise

I was in polokwane Makro to claim the money that I have been paying on the card so that I will be able to buy what I need, so it happen that I was paying via Atm on the receipt it will not print the full name but is standard bank account I was given they say we won't be able to get the amount of that so my question is that how do a customer suffer for the money put in their account time and transport wasting I will like to ask if I can be assisted to get money back and be careful when you save your money it's had to get it back at Polokwane Makro