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PUEBLO, Colo. — Wal-Mart says a woman’s emotional Facebook video about her experience at a store in Pueblo is not true.

Paige Yore‘s heartbreaking post about her shopping experience has gone viral.

Yore claimed she was waiting in line for about 20 minutes when she saw a young cashier having a hard time and watched a woman yell at the young man.

In the video, Yore said she watched the woman yell at the boy when her card was declined.

Yore claims she hugged the cashier as he began to cry, and that the cashier said his mother committed suicide that morning.

“This is not true,” a Wal-Mart media relations representative told KRDO on Monday.

Wal-Mart told the Colorado Springs station that the company has spoken with the cashier and that his mother is alive.

The company also told KRDO that it reviewed surveillance video from the store. It did not find evidence of any yelling, or that Yore hugged the cashier.

There was some tension between the cashier and the customer in front of the Yore, the Wal-Mart spokesperson said, but it was due to a language barrier.

Yore has not posted a response to Wal-Mart’s claims as of Monday afternoon. However, on Saturday – a day after the video was posted – she wrote that she was reaching out Wal-Mart corporate because she wanted to track down the cashier and raise money for him.