Unhappy

I went to poetry store canal walk on the 29 August 2024 to return a dress I bought. I was ask to swipe my debit card and the cashier was unable to process the refund she then call the supervise who also did not look sure of perfoming the refund she ask the cashier what she did and eventually the refund was successful cause it printed the proof and I was told the reversal it's going to take 10 days. Then 10days pass and the money was not in my account I called their customer and I spoke yo Le Anne who promise she will call the store and get back to me and she did not get back I had to call back and she she is waiting for the store. I called her back again and she told that the finance department is saying that the refund was successful and I explain to I did not receive any money in my account she then ask to send proof of my bank statement and I sent it but there still no feedback from her. I called back and she was not available and someone else assisted me and she also said that the transaction was successful. I called the and I spoke to Donne who promise that she will come back to me and she did not. I then decided to check the card number on the receipt and pick that the card number is not my card number. I decided to print the cards that the bank issued to me to comfirm the number and I never had a card ending with the numbers reflecting on the receipt even though the receipt states that the card belong to me. I decided on the 24 September to go personally to store. I met with Donne who try to the finance department and there was no answer I said to her it's k I will leave it's a puplic holiday she took my and Donnne promise she will call no fone call from her and I call the store today and she was at Lunch. A manager by the name of Nicole Thomas was called to come and talk she made me fill like I stole from poetry. I ask to provide me with wich bank.the merchant the using she refuse saying she is not allowed to provide those details and I ask why causer thee bank is on the merchant machine that we use when swiping our cards and I eclxplain to her the cashier gave the information but I just wanted to make sure. Her tone of voice was shouting kept saying I must listen to her not giving a chance to give my story. How my name is link to that card that does not belong to me and Donne still ask a. question if I did not perhaps use my boyfriend card but the receipt show my name. Please also assist me on how to log this with the ombudsman. When I also ask Nicole what is their process to log a complain she did not want to give the process.and it's customers right to be guided through that process