Pep stores exploiting a bad situation

My wife was shopping inside Pep stores at Bothasig shopping mall and lost her car keys. She contacted the manager and asked if they can look at the video footage to which they responded she must get hold of head office which she did after 3 hours of trying. They then told her she must pay R500 for them to view the footage i find this absolutely appaling and will be taking it further. She is a frequent shopper at this store and has spent huge amounts of money there but that will be stopping.