Your customer service agent lambasted!! I demand an apology

I am so so so disappointed in the service I just received from your customer service agent just now. All I wanted was a discount but received that and more. I want a written and verbal apology from that lady!! If I wasn't a calm person, that situation would have definitely ended in a physical altercation. In retrospect, it now seems like she didn't want to give me a refund. She questioned whether I have opened the items or not and it was CLEARLY VISIBLE that I had not done that!!! She then proceeded to open the items. She then demanded my bankcard to confirm whether I bought the items!! After that she insisted I go to the branch I bought the items at!!! Thats when I started to retaliate against her rudeness!! FYI, Those items were returned because they were rejected by a friend who I had given these items to as a present! I decided to return them because she didn't like them! The PEP in Durban certainly has better customer service. If I don't get a written and verbal apology by the end of next week I will speak to my legal rep regarding opening a case for a violation of constitutional right to dignity and emotional distress. I've never been so disrespected!! Every time I make a purchase at your store I don't ever buy for less than R500!! And I go there frequently!! YOU HAVE JUST LOST A VERY GOOD CUSTOMER!! I don't take kindly to bad customer service