Refund

I placed an order yesterday on the pick n pay side and they deducted the order amount 5 times from my bank,I've tried to query for my refund and they keep telling me thar they escalated the matter ,I tried calling and spoke to Zaida who said I can't speak to accounts yet can't tell me the turn around time regarding my refund...they also requested I send the statement for investigation but still no response from yesterday. This is really inconveniencing as I need to use this money now.