Phone lost in store - Refusing to show us CCTV

PEP I Lost my phone at Pep Southgate mall and the manager Anne refused to show us the CCTV footage at they stated that I didn’t leave it on the counter but insisted that I walked out with it. According to Anne the store manager anyone can commit a shoplifting crime and walk out as the store has no control of the cctv footage but the security in charge. In her defence she gave us the customer care number and of which customer only works Monday to Friday. At first she said The person that can assist in this situation is the area manager Tsietsi but he/she doesn’t work on weekends as well. All I want to know is, is this treating your customers fairly