Bad customer service

On or about the 11/01/2021 we sent a lady to Pep Roodepoort to deposit the money (R600) for someone, she was asked for a cellphone number, she gave them her cellphone number *** unaware that the number she is giving them will be the number were Ref number will be sent, a few days later the person we sent money to confirmed that he didn't receive an sms or the money, when we ask the person who deposited the money she confirm that she gave them her cellphone number, we then ask Pep Roodepoort to refund us, we were told to call the contact center of which we did however we were sent back to Pep store, we filled in a form and we were told to fax the refund and bring the confirmation of same to them or send it to the customer service desk which we did, and we called them back they said it will be refunded within 14days, 14 days later money was still not refunded we called the customer line they told us we should go to Pep store for refunds, we were told that the lady must do a sim swap which she did however her number is no longer in service infact someone is using it, now my question is if Pep can see that the money was transferred and is still in the account why can't we get a refund from either the store because it is difficult to get a refund to the bank account provided on the refund forms