PEP IS ******** ME FOR MY MONEY!!!!

I don’t even know where to begin with my story of utter disgust!!! I had wanted to give my sister in the United States money so she could buy herself a Christmas gift for Christmas. I decided to use MoneyGram as I had the app on my phone. The app prompted me to deposit the money at any PEP store in South Africa and the funds would be deposited into her account. Sounds easy right? Same thing I thought. Fast forward I get to PEP at northway mall Pietermaritzburg and tell the agent/teller I’d like to do a MoneyGram debosit. The agent looks at me dead in my face and says, “what is MoneyGram”? I explain it’s an international money transfer app I used that uses PEP for deposits. I show him the screenshot of the instructions and while he was shocked he reluctantly looked into the system punched in my ref. number and told me “oh I had no idea we had this”. I gave the agent the money in cash and didn’t think much of it. I just figured he’s new or something. I leave the store and get a notification on the app the next day stating the funds were reversed and sent back to PEP as I spelled my sisters surname wrong. (She recently got married) I then get a notification on the app with a new ref number for my refund. I get to the store and there’s a new agent, I tell her I’m here to get my refund with moneygram and I have a ref number. Law and behold she looks at me and says they don’t have moneygram, I explained to her that I was there yesterday and the previous agent helped me with the deposit. She, shocked, takes the ref number and starts fiddling with the system after a good 5/10min she tells me the system says the funds have been refunded. I tell her that I understand that but I have not received the funds as I paid cash so that probably means it’s been refunded to peps acc. She tells me i should call moneygram directly they can’t help. I contact MoneyGram they tell me an agent from PEP should be contacting them not me as the client. The next day I go back to pep and I speak to yet a different agent, this agent also didn’t know they offer MoneyGram and she calls the manager. The manager ALSO DIDNT KNOW ABOUT MONEYGRAM!!! I explain the story to her for what seems to be forever and she calls moneygram eventually. On the phone the manager stated they’ve never been trained or were even aware that they offer this service and that the moneygram agent should walk her though how to process a refund on their (PEPS) system. Of course the moneygram agent wouldn’t know that and he explains they should refund me and gives her an authorisation number. She got off the phone with the moneygram agent and says she still doesn’t know what to do so the best thing would be for her to contact their area manager. The AREA MANAGER!! apparently also DID NOT KNOW that PEP offers moneygram and they tell me they need sometime to understand what to do next so I can get my refund and promised they would be in contact with me. It’s now a new year and I still haven’t got my refund nor has my sister received her Christmas gift. I contacted the PEP customer care number and was told to go to another PEP and maybe they can help me there🤯. I had to take a day off work and have wasted so much of MY money calling PEP and driving to their stores day after day. I am appalled by the service I’ve received from PEP as a whole! I feel that I’ve trained their employees on a product/service THEY offer and advertise. I need my money and I feel it’s incredibly unfair that I have to go though all of this because PEP employees don’t know their own company processes. Bare in mind I still to this day have not been contacted by the manager AYANDA nor the area manger.I’ve been refused an email address for the area manager and the manager Ayanda was incredibly rude with no empathy whatsoever. How would anyone feel having money that’s owed to them not being paid back on time. Nobody is contacting me at least I’m doing all the run around. I need help with information on how I can take this up further. Which board do I need to contact to GET MY HARD EARNED MONEY BACK!!!!!!!!