Bad service, bad system

I bought something at JAM carnival mall on the 16 of May. When my card was put in speed point, got sms saying money out, but the speed point gave out slip saying 'error. Zama who I believe is store manager ask of I could come back because money is not showing on the system. On Friday the 22nd I went back to the shop, and we called the bank and slip was sent, they also saw mistake was with them(tymebank). I was later sent email telling to fill some form so u can get my money back. I could not print as I don't have excess to such and it would cost me money I don't have. Till today, my money is not paid back to my account, no one is willing to communicate with me at tell me what's going on. All in all it's my money, I don't understand why I have to fill forms where they can see the problem is with there system. I'm so not happy with tymebank service, poor service I must say and it's a shame. Hope they will call or even email me. I just want my money back so we can call it quites