communication

I went to a step Kenikor in September where I was billed twice. I wrote a report on Hello Peter and someone from the head office called me and said I should go to the ster kenikor in festival mall and go to the manager there who will give me my refund I thought if she made such a call, she would communicate this to that branch. However, I went there 2 weeks back and the manager knew nothing about my problem. I was embarrassed there. She had a point coz I did not have any proof of this call. However this means that I was **** to. Why would you lie to me about sorting out this problem?