Listening skills - what's that?

I returned my Daniel Hector handbag for the second time this month and I was told I would receive a credit to my account once head office complete their quality checks on the bag due to the damage. No one from the Glen branch called me back. I then called the branch, the manager promised go call me back but never did. I reported the matter to head office. Head office who lack in listening skills, advise Sandton branch of the complaint. How the hell does Sandton fit in this situation? Listen to the client - 1st rule of a call centre agent. The manager from Sandton calls me this afternoon, how does he resolve this issue. Fix your call centre, retrain or replace your Glen management and for Petes sake adjust the credit on my account, or is this too much for your company to comprehend and to action. Turnaround time - what is that with Truworths, why must I call the store to follow up on the handbag?