No staff and ******** staff members

Went to mr price in market street Johannesburg,purchased for R539 on the 16th but they debited twice and I was told that I will receive cash the following day if the bank didn’t reverse it, went there the following day I was told i can’t get my cash back because their regional,risk and operational manager is declining for my refund...and I was not even updated about the matter went back there on the 18th still same story...the manager only followed up the matter when I got there at 5pm which shows ignorance and bad customer service