PEP failed me as a costumer

On the 02 September 2017,i send R400 from PEP home Carnival mall, the recept was not able to receive the money as she lost a phone which have the pins and she lost my number as well. I have been trying to claim the money back since March 2019 even today PEP is failing to pay me back all they do is to make me fill a form over and over again and promise I will receive the money after a week