Nu metro *****ing my money

I’m currently still having a horrible experience, I went to the self help desk at the canal walk branch, purchased snacks and redeemed my movie tickets which I bought online, the machine malfunctioned and they said to speak to the supervisor who helped me get my tickets for the night but I paid R297 for snacks which he said was not showing, he then said it will fail and come back to my account and if not to contact customer support. I then bought snacks again for R300 eventually I contact customer support on 7 May 2025 sent them my bank statement and card numbers used it is now the 19th of May and I have not received my refund, their machines don’t work and then they don’t even give your money back even when you provide everything they asked for