CTM review: Refund

I bought at Prospecton DBN tiles for R1860 and I paid via EFT and made it to be cleared same time, when I got into the shop I was told that the funds are not cleared as yet on their side I paid again using my card, they told me I will be refunded the R1860. I told Mr Nkosi who was the sales person that I wont be able to come back to the Prospecton branch because I stay at Dbn North and he said it fine I can collect the refund at Springfield branch, on the 28th I called Springfield to check if the refund was ready they told me they wont be able to assist me, I must call Prospecton to have it sorted out, I called Prospecton branch again they told me NOOOO Springfield should refund me they will credit them to refund me, I called Springfield branch again on the 29th and they still told me No arrangement was made with them and they wont refund me I have to go back to Springfield branch... Today is the 30th and there is still no solution to my issue when ever I call these 2 shops they both promise to call me back but neither of them call me back, until I phone and make a follow up only not to be assisted, After being a CTM client for so long is this the best treatment I deserve?
Can someone escalate this issue for me, my debit orders need to go off on the 1st