Pathetic customer service

I bought 2 movie tickets and 2 combos today at Nu Metro Woodlands. The cashier told me my transaction did not go through, although it showed Approved on the point of sale device. He ask me to enter my pin again. The transation wss debited on my bank account twice. When I went back and showed the manager the 2 debiit, I was told it will take very long to get a refund, because it must first get approved. How can a manager on site not have mandate to do a refund?