Issue with a PayJustNow Refund

The team is welcoming and they inform you about instore promotions but I am experiencing a problem with using PayJustNow payment method. On the 4th of August 2023, I went instore to make a purchase and used PayJustNow. I was assisted by Percy, the transaction went through on my app and money was even deducted from my bank account but their machine kept declining at the end and I ended up repeating the same transaction 3 times. Now the biggest issue I am facing is that the merchant has to issue a refund with PayJustNow for the other two transactions and one transaction must remain. I have been going in store for the last three weeks, not just once a week, a few times each week reminding them to contact PayJustNow to send an email in order for them to update my account and I went in store again on Tuesday, where I went to talk directly with Nikki and they promised they would cc me in order to see that they have sent the email and today it's Thursday, still I haven't received any email from Edgars Mall of the South. This has been such a frustrating process because even if I communicate with PayJustNow, they can't help me without the merchant sending the email and the slips. I don't even have a slip for my purchase and I will be repaying one transaction, three times. I have been in store every week relaying the same message and I haven't received much feedback and I am in the dark with what's going on. I feel like no one is willing to help me fix this problem.