I no longer trust Pep home at Alice

My Aunt was shopping at Pep home in Alice, they deducted two times. She came back with bank statement showing they deducted twice then they told her it’s a weekend she must come Monday and yes she did come back then they told her the lady in charge is off she must come another day and yes she did come again then they told her they did not receive the money she should go to capitec bank and she did, Capitec bank showed her that Pep Home deducted twice the same amount and if Pep home is stating that they never received the second money they should write something down so that Capitec can refund my Aunt and open *****s but Pep home doesn’t want to write that down ,they don’t want to assist her in any way