Bad customer service given to an elderly woman.

This complaint is regarding Pick N Pay at Highveld Mall in Witbank. We bought a Aim TV and it has a warranty for 3 years. We took it in to PNP in Highveld Mall for repairs on the 26th of Aprill 2022. The store manager advised that they can't take the TV as we no longer have the box,however we had the slip and after explaining that we couldn't keep the box as we had bought the TV in 2020 they agreed and took the TV. The store manager then called after a week or so and advised that they can't fix the TV as they don't have AIM products or whatever the case was but said he can give us a refund. My mom then went alone to get the refund where she was then told that they can't scan the barcoad on the slip however she said that that's not our problem then the store manager who was on duty at that time brought up the box issue. I called customer care on that day to let them know of this service and they explained that since they took the TV without the box they should have attended to this matter already. I was then given a reference number and told I would be contacted by the store and that never happend until after another week we called the store to follow up. We were then advised that since we lodged a complaint with customer there's nothing they can do as the store we should follow up with customer care. I followed up again on the 15th of May and the matter was escalated and no one has called till this day. My mother went to the store again on the 27th of May and again she was told that there's nothing they can do and further they can't assist us as we have complained on Hello Peter and we had never even done that until today. I followed up again on the 31st of May with customer care and again no feedback received they just said they will escalate AGAIN!!! It seems the store now doesn't want to assist because we called customer care and they accused us of writing to Hello Peter which I'm only doing today and even if I had done it I was well within my rights.