Complain

I wouldn't like to lay complain... my Laybye at Sportscene Maynard Mall was expired so a had to do refund and i bring my id and receipt so i can get refund... When they check on the system the refund was already refunded and they said there is no money which they can't help me... i want to find out where is the money that i paid for the Laybye i think it is R500... I wish someone can explain to me that even they lady at Sportscene laugh she goes by the name Karlene Paul and even they workers they don't promise they say i won't get ir it gone but how? without My Id or Receipt