PEP Store bunch of *******

My mother who is 68yrs old went to buy a mobile phone at pep Simmons street Johannesburg , she payed with her bank card however the machine at the store was not loaded with a receipt paper so it did not print the receipt, she was told that she cannot get the phone since they don't have proof that she paid then she was sent to her bank to get the print out she did that to show that R999 has been paid to pep account then she was sent back to the bank to get last 4 numbers that they wanted from the bank she did that then she was told that the finance will check during month end of which the incident happened on the 26th of February 2019 now it is the second 26th and she is being sent from pillar to post, seems like PEP Store don't want to refund her the money she paid. Actually PEP store is taking advantage of senior citizens.