My Money still with Pep after a month - Rediculous Service

I tried sending money using Pep money transfer on the 25 June 2019, but unfortunately because I was sending to an elder she blocked the pin. Since from that day I have been trying to get this sorted out with no luck. Between the accounts department and the Carlton Center Pep in Johannesburg Noone is willing to assist. I have been given numerous fax numbers to send with the refund form from the store. After a month I'm still waiting for my money. Yes my money is still with Pep and nobody cares. ????????????