Dissapointed after years of using PJN effortlessly

I have had such a good experience before with PJN, and even told others to join, even when I had a hiccup, the customer service was helpful. But in recent days, I don't know if it is cause of the festive busy days, together with their lack of planning, with fewer staff and system issues. But I am not getting joy from the text, email, or phone options. I am waiting for a refund from a Loot purchase, and then I also purchased in-store at PnP Clothing, and the money was deducted, but did not reflect on the app, so I could not get my stuff unless I paid again, which I was forced to do. But I have not heard back from them, even after emailing again. I see other people had the same issue, so I was hopeful that they knew about the issue and would rectify it but nothing.