Bad customer service

Their service was bad cashier had attitude, I went to withdraw from the till on Sat 7 April 2018 and I got my notification that I reserved purchase there yet I didn't get my money they said it'll reverse back to my account when It didn't I went back the following day to ask for manager I was told to bring bank statement then they'll do the reversal till this day I haven't got the money back to my account.