Fraudulent collection

I made a Lay Bye at the Belhar store in December 2019. Due to lockdown I never went to take out my Lay Bye during Narch 2020. I then went to the store during this week to cancel Lay Bye , I was then told the Lay Bye has been taken out , but I had both slips with me. It turns out they gave my Lay bye to my exboyfriend who didnt have any proof of this lay bye but he gsve my details and based on that he got my lay bye. The store manager now is telling me they only help people with slips, but how is that possible when I gad both slips the whole time. Im disdapointed with this kind of service because Im being given the run around. I went to SAPS they said the store should open a case againts the person who collected my lay bye, but the store manager is rather telling me I should contact their head office. Isnt it their responsibility to ask for proof of lay bye and identification upon collection. How do iI get my money back from this store?