Refund denied until threat of police action

Bought tickets on credit card at the cinema. After card swiped, error "appeared" on computer screen which was turned towards me: tickets not printed. Staff member then said swipe again. I chose not to do so, instead paid with cash and received two tickets plus assurance that if my card had been debited then they would refund. This was two days ago. Movie is tonight.

Checked my card statement online and it had been debited. So I had paid twice.

Returned earlier today, same staff member very helpful, offered to process refund, just needed approval from senior. Then senior appeared and adversarial attitude was immediately evident. Did not want to process any refund (despite my having paid twice for one set of tickets). I calmly insisted on either refund to card or cash refund, so that I would only have paid once for my tickets. This went on for several minutes. Then senior offered to refund cash as she "could not process a refund to a credit card". But she wanted the "cash" tickets and said she would re-issue tickets. Sounded logical so I handed over my tickets. I then asked for tickets to be issued as the payment on my card was still in place. I was amused when she offered to leave a note for next shift to arrange something. Tried to advise me that I did not understand. Suddenly offer to issue tickets was no longer offered. I smelt a rat and requested her details, which were not given and she was downright hostile. I quietly pulled out my phone and snapped a picture of her. I then requested issue of tickets or refund of credit card, which she refused and she made a lot of noise about my having taken her picture, attempting to embarrass me.

I repeated that they still had my money and I had no tickets. She was aware that I had the picture of her face. She stood in front of me and requested at least five times - delete my picture. Each time I simply asked her for her name and contact details. I should point out that I had given her mine at the beginning of this interaction. So nothing requested by me that I was not prepared to do for her, I even offered her to take my picture.

At this point she stated that as I had her picture, she would no longer assist and I must leave. Curious. So I said I would leave without tickets on the basis that I would call police to examine why she would not refund. Hey presto, her face fell and she made would not answer me, but did manage to suddenly print two tickets and hand them to me. Then ran into the back and no further communication. Her colleague stated that she was upset.

As I previously worked in a corporate in audit, I was able to stand my ground and insist on fair treatment without losing it, having faced staff who were involved in ********** activities - who when caught out frequently go on the loud offensive. Pretty sure this was a ****. Do the numbers - if they **** ten tickets a day, that earns them over five hundred rand. Why do I think it was a ****, because of the ease with which she issued the replacement tickets when challenged. The controls over the refund re**** on the manager alone. Her attitude just raised my suspicions. Given the ease with which they changed tickets, and refunded cash, seems clear that internal controls rely on the senior and they can easily bypass controls. That is why so many queries for refunds appear against Hello peter.