STERNS WORCESTER POOR CUSTOMER SERVICE

I laybye a ring on 15 May. Then I went back to store on Friday 17th because of family crisis and urgently wanted to cancel my laybye. The store didn't have any money for a refund. Went again on Saturday 18th..store did not have money to do refund. Went back on Monday 20th still did not have money to perform transaction. So I phoned customer services and they guide me to fill out a refund form which was a waste of my time cause this afternoon I received an email saying that they can not assist me because this process is only for accounts. And no one stated that to me...apparently the store( Sterns Worcester) will contact me but they failed to do so..so I have been waiting for them to contact me. Eventually I went to store 16h28. And the door was closed already. The lady spoke from the inside and show me to come tomorrow. So now I've just had it so I got a contact number for the Regional manager Ms Jerhusa Pilay, I phoned her and she said she's busy and hung up. I'm also a Retail Store Manager and clearly this is not how a customer is supposed to be treated.