Dispute of Payment

It was in June 2020 when my wife bought tiles at the Southgate store but decided to leave them because she wanted a different made of tiles. She then made a follow-ups to find out if the store have stockists of the tiles she wanted. Early this year she went to the store to demand a refund however she was told that the store doesn't have any proof that she paid the money. My wife submitted an FNB bank statement showing the amount paid to the store as a proof of payment. The store manager refused to accept the bank statement. She went to the bank Southgate branch to request assistance however she was told by the manager that they can't help her since the event happened last year in June. Before the bank refused to help her, she did visited the branch earlier in a month before she returned again and told to fill a dispute form so that it can be investigated. She waited over a period of a month before she went back to the bank to find out how far is the progress since no one from the bank contacted her as promised. The bank manager informed my wife to go back to the store to indicate that the date on their statement showing the amount paid will be a different one since it's from a different bank. Finally, at the Tile Afrika store the matter was resolved when the amount paid reflected on their statement on a different date of the date of purchase. The money was paid back into her account within 3 days.