MrD refusing to re- find me my money

I placed my order with Pick n Pay through the Mr D app. My order was cancelled without my knowledge and there was no re- find. I then called using my airtime and I was told I won’t get my re- fund immediately but it needs to be escalated further. When I placed an order they wanted payment immediately but when my order was cancelled by them I can’t get my money back immediately. I was on long calls with Chante and Ricardo from Mr D and they refused to re- find my money into the account and told me I must wait for my query to be sent through. So what must I eat while I wait for them to process the query. It’s my money and I want it back and I will go to a reliable grocery store and buy there myself. Mr D promise safe and reliable service but it’s the opposite of that. I want my money with immediate effect!