Ackermans review: unethical behaviour

I visited one of your stores to return items which i bought on laybye, the issue was that the manager refused to give me a refund and she insisted that she will load it on a gift card and the reason for refusing was that when I went to take out the laybye I told the cashier I lost my slip and I paid cash and I was informed that I can return should there be a problem. At the time of returning I had the laybye reference number and the EFT reciept which I got after collecting my laybe hence I couldn't understand why she was refusing as I requested the rcp at point of collecting my laybye, I then requested for the call centre number after seeing that she was just adamant and rude that she will not give me any refund but load on a gift card, she then showed call centre details. It then called the call centre and they advised me to go to the branch and let the Store manager call, she was even rude to the agent and refused to give me her surname after i corrected her that she can sort out internal issues after helping me because she was shouting and arguing with the call centre agent in front of me. The service I got at the branch was so disgusting and pathetic as a client I expect to be given good service especially by a Branch Manager who tell me that she will also make a scene at my work place and I assured her she can come as I know my policies and procedures. As a Manager she really needs training because you can never behave the way she did in front of client let alone her body language. Her name as per her name tag is Nicolene and the agent that she fought with over the phone is Lubabalo Masenuka