Manager with very bad customer service

PEP on Oxford street East London is refusing to refund me my money. I deposited money in December n the person did not withdraw the fund. In Jan I went to PEP they gave me a number to contact their customer service, i phoned the number n was told i need to go to PeP stores again and ask the manager to call customer service n confirm the exact date then i will receive a new set of numbers. I went to PEP n met with manager PALESA the most rude person ever. After she made me repeat the story 4 times she said they are mad she wont phone I must phone them myself n i explained that i did n she said then i must go to another PEP to make the call cz she wont assist