Shredded refund documents

On 1st of March I went to pep store silverton to create a money transfer through absa I was assisted when we tried to take out the money the pin did not work so we went back to the pep in Silverton they told us to fill in forms for a refund from the store as we were not able to get a new pin the lady was submissive from the beginning saying we must we must call the absa people ourselves so we filled in the form the assistant manager said we should wait 21 days so we waited over 30 days we decided to call them back we found the manager who said he will call me back the next day because the person who was supposed to action then went to say because good Friday is coming that's why I need the money I called the next day the person who answered the call said the manager knocked off I was shocked that why didn't he call like he said he would so the next person in charge milicent said she will call and check she called to say the money is still there but because it was a weekend they cannot get ahold of the money transfer people and she will call me back on Monday guess what I had to call them and now she say because I didn't follow up after 21 days the shredded my documents and I have to come back to the store and fill in the forms again I told them because of work I cannot make the time to get there and it's costly on my end she said unless I come to the store they won't be able to assist me and it's my fault for not checking with them they way they operate is unprofessional the way they address their customers is unprofessional their system is not to help you but to drain you off your money no one will help you they won't even get their manager to assist you