POOR service - Norkem Park PEP stores

I had a situation at PEP Norkem Park. On the 13th of Oct 2018, I tried to purchase some items. I paid with my bank card, but device showed decline and purchase was not honoured. The money was deducted from my bank account, I have been struggling since this date to get some help, support and customer services from PEP Norkem, I waited 10 days for reversal as was suggested, this did not happen I went back SEVERAL times for support and each time there was some excuse for not being able to assist and on last 2 occasions I was told that they will get back to me without this happening. This afternoon Mpumi the manager of this branch told me that the fin department confirmed refund on 23 Oct, however this was not refunded, my bank does not have knowledge of a refund. The poor service I received from employees at this branch trying to resolve this issue is not acceptable and the fact that the manager of this branch told me today that she cannot help me and there is nothing she can assist me with, speaks of the customer service this company gives their clients.