Bad Attitude & Selling my items but not refunding

I went to Wonderpark branch to collect my lay-buy even though it was a month overdue, i spoke to a very short-tempered and arrogant lady Eileen (Store Manager). After telling me that i could not get a refund, i started asking her a few question trying to understand exactly the reason behind that decision, right there i realised that i had opened a can of worms. She was getting so frustrated, as she could not answer my questions she started screaming at me and hurling insults in front of my wife, even going to the extend of using the F-word. i then requested for to speak to someone above her who appeared to be Marius Bester (Area Manager) who did not even try moving a muscle helping me. Contacting customer service i managed to get contacts and called Lindi Laterburg (Regional Manager), and explained my situation to her. Lindi came back to me the following day and told me that Eileen was off, she will wait for her to return to work. This incident took place on the 28th<br> August 2014, and to date i am still waiting to hear from Lindi Laterburg. the question is why is this happening, is the company allowing it and supporting Eileen's attitude? All i need is my money minus their 20%!!!