A VERY POOR SERVICE, I AM VER ANGRY

I have sent money using Pep in 2022 at mthatha circus triangle store code is P8784, I got ****** and lost both my phone and slip, I have struggled to do a swim swap, I went to pep so to get the slip again, but because I have lost the simcard they told me to request a refund form, which now it has been a struggle, I got the refund form I have emailed to capfin I do not know how many times, they keep on telling me to go to pep again and when i went to pep again they refuse to email the refund form for me, they always change managers at pep in circus triangle, every time I go there, there is a new manager who refuses to assist me, they called the call center so many times and they are told that the money is still with the pep group so I do not understand where the problem is, why cant they just give my money back I mean R2000 is a lot of money, I am staying in the rural arrears very far from mthatha