Poor customer service

I went to Pep Zenvenwatch mall Saturday to purchase some stuff, payment went out of my account and the notification was sent by my bank. Ziyanda “Cashier” told my it was not successful since the electricity went off and they had to scan it again. She gave me assurance since 2 payments went out money will be reversed into my account. I went home still money was not payed back. Sunday morning I called requested to speak to the manager eventually I spoke to the manager and narrated the incident. My airtime was low so asked the manager to call me back but she refused. Today it’s Tuesday decided to go there in store since my money is not payed back yet and when I arrived they told me finance department is closed and I need to print out bank statement. Day 4 my money still not payed and no one contacted me!