VERY BAD SERVICE: I WANT A DUE REFUND

I had placed a nandos order on the app on 05.03.2020 and somehow the app froze and led me to add them as a benefiaciary which i did and made a payment. Unfortunatly nandos didnt get my money and i called mr D immediatly for a refund. Its been 2 weeks now i still dont have my money. I even sent a POP to show that i have made a payment. How long does it take to check if payments reflects on your side. No one has bothered to call me after i was given ref DFD***7. Please sort this out as its poor service. Lebo Manye