PEP money card - pathetic service from PEP for lost money tokens

My mother has a PEP store money card that she has been loading money thinking that it automatically loaded on the card not knowing that she has to reload the voucher number as airtime on her cellphone in order for the money to be loaded on the card. she actually bought for tokens amounting to R200.00 each which makes a total of R800.00 bought in four different months. I inquired telephonically at this number ***since September was told that she needs to bring the affidavit stating the incident, certified copies of her card and ID and take to the shop where the tokens were bought and request the store manager to to print her journal reprint to attach it with the documents as stated. She went to PEP sore Pietermaritzburg 271 Church Street and she met a manager by the name of Lungi who was so rude and we have been talking to her since December and she refuses to assist her with the journal reprints , she has been saying that they have thousands of transactions daily if she can reprint for us the paper will fill the room full with paper and will take a lot of time. Firstly I do not understand the whole point of running around and still not getting the assistance that we need, when was buying the tokens the PEP money card was used/ swiped to process the transaction but now that she is inquiring about her money she has being sent around and what is annoying the most is to meet people like Lungi who acts as if they own PEP store, please reimburse my mother her R800.00 and she will leave you in peace and close off the card. Thank you.