Woolworth financial support not support

Woolworth is one store that I have trusted over the years, because their service never disappointed. But recently what I have experienced left me out of words. I paid my account using my ID since I did not have my card with me. The account was paid on the 28th Nov, I did a store inquiry on the 1st Dec which was very promising and I had to leave since I’ve been in the store for long. I came back to the store on the 4th hoping to just finish the process off. I found different people whom I had to explain the process all over and they then phone the financial support with a promise of it being resolved in 24hrs. 24hrs later still no results. I then phoned financial service who promised to escalate it since no “ticked” was done with the previous inquiry. To my surprise till do date nothing has been actioned. This is affecting my financial status since my account is still in arrears. Can I be given refunds so that I can pay my this account.