Threats and utter rudeness, no response, undermined and no professionalism

Good morning

I would like to make a complaint. A couple of months back my mother and I went into a PnP in Person to buy essentials. While there we went to the pharmacy to buy medicine. We gave the script to a fellow named Victor who then proceeded to make up the prescription. He then broke the prescription into two parts and handed the medicine to the cashier in the booth next to him. We then paid no questions asked.

A few weeks after that my mother recieved a call from him saying one of the medicines was not paid for we then queried as to how he explained how it happened and my mother explained that she doesn't understand as she gave her payment no questions asked so it was not her fault. He then proceeded to say we must come see the footage. This was all during stage 5 of lockdown.

He then called again asking my mom to com to the store and she said she couldn't go just for that he then said we can transfer the money to him so he would pay it. We said no.

After that he proceeded to come to our house demanding to see my mom that was on a Sunday evening I did not let him in the house. I then went to speak to his senior who explained what was going on and I then said it was not our fault we will pay when we can and how disturbed I was that he came to our house. In all my years I have never had someone come collect money from our house from a store.

I then went in to PnP to pick up a repeat script for my mother was assisted by another lady but I'm not sure because he then came from the other side screaming at me asking where the money for the old prescription was so I said I did not make the mistake. He then threatened that he will alert security to never let us in the store.

The same day when I called the store to speak to the manager a lady picked up and said she was the manager bit did not give her name we explained the story she then said the pharmacy is a different entity to PnP. We were then transferred to Victor who still was being rude. We called again and spoke to a different manager who was going to get back to us.

My mother went the following day and spoke to a lady called Palesa who apparently is the manager and apologized for Victor who then came out from the back throwing insults at my mother that she used the medicine and yet is not paying and insulted me while I was not there.

We need to get the repeat again but it's very daunting knowing we will be shouted at by an employee or be thrown out of the store because of his instruction.

I would like this matter to be resolved as this is the nearest PnP to us and we do our monthly shopping there. Also we did not want to report this as we aren't sure what he might do as he did come to our house before and he keeps mentioning that I did not let him in the house.

Also I would like to know if conning to customers houses is part of PnP policy.

Thank you