MRP has disappointed me.

I placed orders on the Mr Price app (16 April & 09 May 19) like I’ve always done for years. I used a card to pay. Now the order has been “pending” & “processing” ever since. I’ve tried calling MRP but I can’t get any assistance. They keep asking for POP but I didn’t use EFT and I’ve explained this to their several agents. I’ve even sent them my bank statement reflecting the transactions. I’ve used my MRP app since 2017 and this is the first time this has happened to me. I need my money back