SHOPRITE POOR SERVICE AND ABUSE AT FLAGSTAFF TOWN

I'm very disappointed about Shoprite at Flagstaff Eastern Cape...Yesterday my girlfriend used card to purchase some staff and requested cash back but the Cashier advised that the card declined however the transaction was processed amount of R1024.77 and they saw the message. They then advised her to go to Capitec Bank to reverse it of which she did and Capitec requested something in writing from Shoprite to authorize them to reverse the money, she went back to Shoprite to tell them that and Shoprite couldn't help.She went back today begging Shoprite for assistance but still no help. Guys this is so disappointing and ridiculous I didn't expect such a poor service delivery from Shoprite.