<prompt> Human: My dad purchased an LG fridge from Lowes on Friday 21017 for approx. 1300. It was a unit that had been returned before, and my dad decided to choose it because it was normally 2400 - ignoring my concerns about whether it would even work. He used a debit card and processed it as credit. When we got it home and installed it and waited 24 hours for it to cool, we found out that the unit was defective and we called LG about it. They sent a service tech on Monday, 2132017, and he said it had a blown compressor and a few other issues, and that it should be returned.My dad went back to Lowes after the technician left and raised a fit about them selling him a broken fridge. I wasnt able to go with him, but what transpired was that they offered to sell him the same fridge new-in-box for 1800, as well as delivery and installationrecollection of the faulty unit for free. He agreed and he again paid with his debit card. They took the receipt from the first refrigerator and processed the return, but didnt give him his money back, saying they couldnt do that until they had the other fridge back in the store. He was pissed, but he figured the only thing he could do is wait for them to pick up the broken fridge.They delivered and installed the new fridge on Wednesday, 21517, and took the old fridge back. The fridge cooled fine after we waited 24 hours, however the ice maker and water dispenser werent working. We called LG again, they sent out a tech again on this past Saturday, 21817, and he was able to fix the issue for no cost - the door sensor was damaged when they took the door off to get it inside the house. Later saturday night, my dad checked his account to see if the transaction was cancelled and the 1300 was back into his account since it had been three days since the first fridge was brought back to the store. The money wasnt there. His first chance to get back to Lowes since they picked up the fridge on the 15th was yesterday, and the Lowes employees claimed that the transaction had already been refunded in cash. They then gave him the run-around, asking why he didnt have his copy of the receipt despite the item being purchased with a debit card ran as credit. They gave him a hard time when he informed them that their employee kept my dads copy of the receipt from the first fridge when he purchased the second one. Im going to go back with him today, because hes old and frail and doesnt really understand when people are taking advantage of him.Ive seen his bank statement and it shows both purchases, 1300 and 1800, and no reimbursement. How do I proceed? If theyre claiming that theyve already refunded the money as cash, this feels like a big case of cashier fraud. Do I ask them to check their point-of-sale system to see who performedauthorized the return as well as when it was performed? If they do this, do I then ask them to check the security footage that coincides with that terminal at that time? If they arent cooperative, where do I go from there?Im honestly stuck trying to figure out what it is I can do to help besides denying store credit and standing firmly on an actual refund. My dad never wants to buy anything at Lowes again, deciding after this incident that the extra 10 minutes to get to Home Depot are worth it.EDIT: Abridged version 21017 - Dad purchases a previously returned fridge from Lowes due to it being discounted 1300. He paid using a debit card, swiping it as credit and requiring a signature. I help him take it home and find out it is broken, call LG for warranty coverage. 21317 - LG tech arrives and says the fridge isnt repairable. Dad goes back and wants a refund on the fridge. Ends up buying new-in-box fridge at a discount 1800 due to the inconvenience. He again used the same debit card and swiped it as credit. They do not process his refund for the initial purchase, stating it cant be done until the first fridge is back in inventory. 21517 - New fridge is delivered and old fridge hauled back to the store. Water dispenser and ice maker not functional on the door, LG is called again the next day for service. 21817 - LG Tech comes back, replaces sensor that was damaged during delivery. 22117 - Dad goes back to Lowes to get his money back for the first fridge. Customer Service employee states that the money had already been refunded in cash, refuse to give my dad a refund and question why he doesnt have a receipt. Manager-on-duty doesnt offer him any investigative assistance and personally denies that they had his copy of the receipt, saying employees dont do that unless the return is cashed out.UPDATE -- Apparently, it WAS paid out in cash to someone, however that someone wasnt my dad. We got a lot of help from the two customer service people. They got hold of the store manager on the phone, whom was at the regional office for something today and not in the store, and explained the situation. He authorized the return of the money to my dads card and is now going to look into the security tapes around the posted time of the return-as-cash to get to the bottom of the situation.Assistant: Talk to a manager, not a cashier. They also more than likely have a camera aimed at every register, so it shouldnt be hard to prove if your father really got cash back or not.If they refuse to help you, keep escalating to the next highest type of manager.Human: He was talking to the alleged manager yesterday from what he tells me, and he was the guy claiming that it had already been paid out in cash. Im thinking that it was only a lower-tier manager. Definitely going to keep going until its the store manager that Im talking with, and then move up to the regional manager since the regional office is only a few minutes down the road if need be. Thanks!Assistant: Does his bank account show the time stamp for the transactions? or do you know the approximate time he went to the store? The 1800 charge happened at the same time as the 1300 refund should have, so you can have the manager look at transactions at that time and compare to the security camera. They can also reprint the receipt. If the receipt shows a cash refund, and the camera doesnt show the cashier handing him money, the cashier processed it wrong and probably pocketed the money. Make sure you talk to a store manager or assistant manager, not a head cashiercashier manager. The Home Depot I worked at had 10 or 15 head cashiers, but only 1 store manager and 2 assistant managers. Those are the people in charge who can actually help you. Human: His online banking thing shows nothing but the total balance of the account, theres no way to view individual transactions at all.For clarity, they wouldnt run the return when he purchased the second fridge because they needed the first one back in stock before they could process it. The cashier was adamant that he needed his copy of the receipt from the first fridge before he left after buying the second one, and he didnt think anything odd about it until I brought it up to him when I spoke to him after I got off work that day.  <response>: His online banking thing shows nothing but the total balance of the account, theres no way to view individual transactions at all.After you guys get all this stuff with the fridge straightened out, you guys need to move to a new bankcredit union. There is no excuse whatsoever to be missing such a crucial feature. 