McDonald's is robbing its customers

My mom and her friends went to the McDonald's in Lenasia on the 13-11-2024 at 12:34:29 and ordered 2 ice creams and a fold over. She ordered through the drive through used two speed points. The first time she made a card payment she was told that the speed point went off. Then she was given another speed point to use and both payments went through.

When she enquired she spoke to Milicent who told her to bring proof of both payments. She went the next day and she was told to speak to Jeanette the manager.

Jeanette was with a guy who told my mom that the phone notifications were just messages and not proof that she had paid twice. She has since been waiting for the manager to assist her. When we called McDonald's Jeanetter refused to give us the guys name and kept asking if my mom still hasn't received her money. She then called my mom and asked my mom for her card number and said she should email it to their office.

This is totally unacceptable and the guy was arrogant and patronising my mom. I have my moms receipt from McDonald's and her bank statement that proves that the payment went out twice.

Is this how McDonald's treats its customers by robbing them?