Shoe City Southgate is useless

I nade a purchase at the store and the first transaction declined and then open trying again it was successful but both transactions had gone off and only one is still pending.. I asked to speak to the manager in her words there isn't much she can do but escalate the matter to the financial department... its been three weeks since the incident and I have not received my money or a date as to when it will be resolved...I contacted the bank and they then said I should get a letter from the store but the store refuses to comply... HORRIBLE SERVICE AND A COSTLY AFFAIR.. WITH STUPID *********** STAFF