Hypercity — misbehaviour by customer care seniors / managers

Address:

400064

I have made some purchase from Hyper City Malad on 10th Aug 2018, My Tax Invoice Number [protected]. While checking bill on next day I found that I was billed for 6 apparels where as I had bought only 5. I re visited store on 12 Aug 2018 and raised the query why I was billed for the excess product which I never bought. I was told it was human error and store will refund the excess amt billed.
I am more concerned on how lightly it was taken. Generally we don't check the bills and have trust on billing efficiency but the way it was taken by customer service desk it looks like a regular practice of store to bill the customer in excess and if and when they complaint refund the excess amount charged
I had asked Customer service desk to give some acceptable reason for the error or provide in writing on letterhead stating that excess billing was by human error and not by intention and at most care will be taken in future but they denied to give anything in writing, meaning store is not ready to accept their mistakes and arrogantly saying customers to take refund and close the matter
Then comes the another mistake of refunding wrong amount where I lost my temper and I raised my voice loud enough which draws the attention of other customers and customer care desk's seniors to my surprise I was replied more arrogantly by senior customer service officer / manager and 2-3 of them came on me shouting and asking me not to shout else they will call security and push me out. I was told by manager that they will also reply in same manner and they kept on raising their voice.
This behavior from senior person of customer service was unexpected and they (4 to 6 of them) have gathered near me asked me rather took me to the staff cafeteria from shopping area. It was very insulting and I was treated like I have stolen something from store instead reality is that store has charged me excess and offered me lesser refund. I believe that I have all the rights to raise my voice on your repeated mistakes. Give me reason why should I get insulated on your mistakes.
Is this the culture of store to threaten the customers who raises their concern on store's executives repeated mistakes?
I was also suggested to go to court of law and file the complaint where your advocate will reply my advocate this is how you treat your customers who are raising their voice against your in efficiency?
Finally I was given the correct refund after 80-90 minutes of drama without any acceptable reason for mistake neither any assurance of taking at most care in future. To add to frustration there was not a single word and/or action of apologies neither by words nor by behavior
Discipline comes from top to bottom and when you have such seniors there not much that customer can expect from juniors
I request you to go through CCTV footage of 12th Aug 2018 evening 9:30 on wards of Customer Service Desk area and look at the matter how it was handled by senior manager(s) and give me feedback and action that you intent to take against senior manager(s) if any.
Can I expect the same from your team please?
I will be happy to provide all the details needed and if you found me guilty I don't mind in apologizing your team and whatsoever manner your team wants.