Complaint about a refund

I made a laybye at Seshego Studio 88. I lost my slip although I still have an eft customer copy. I wanted to make a refund but I was told authorasitation needs to be done by a regional. I kept on going but once I get there they say the regional is not available. Do I have to struggle this much to get my money back? Your customer service is very poor coz I even wrote an email but I am getting no response. I also tried to contact the regional office but they are not answering my calls