Poor customer service

I’m appalled with Pick n Pay Towers Boksburg. My experience was

On the 23 December 2018 I decided to do last minute Christmas shopping with my gift card, I then got to the till whereby I gave my gift card to proceed with payment i was advised the transaction was successful but the slip then printed declined, I was then ask to wait while supervisor calls head office for assisted. I calmly waited and after about 15-20 minutes later I was told that this cannot be resolved as head office was closed and I need to come back next day I advised Mr Francois that I do not have time nor petrol to come back the following day, he then stated that he will then call me on the morning of the 24th Dec and reverse back the transaction to the card. I then gave my details and understood because at least they assured me that it will be resolved on the 24th . The next day I received one miss call from the store, waited for another call but I never received it so I later returned the call I was told that the lady that tried calling me has knocked off already but was transferred to Francois who then advised me to again wait for Thursday (days after Christmas) and cannot help me with my problem I am emphasizing “MY PROBLEM” as he referred to the situation at hand to my problem. It is the 30th Dec and I still haven’t received a call or feedback from Francois for the inconvenience. I took it upon myself to contact head office and spoke to Ntombi who assisted me. So had I not took my time and airtime to call head office I’d still be waiting till today. The matter which this was handled was completely unprofessional and I’m really disappointed not even a courtesy call to atleast apologise and thank me for my understanding , nothing.