PEP *****s your money

I bought items from PEP on the 25/06/18 and was told by the cashier my card was declined even through the cash went through. Then I was told it will be reversed later that day cause their systems are slow plus the staff was rude. So I left and then couple days later nothing was reversed. I contacted my bank FNB and they said the money has been taken by PEP. So I complained to PEP they called me and then they said money will be reversed and I'll have it on the 11/07/18 and today I still don't have my money so clearly PEP is *****ing my money and doesn't care about it's customers or ant ethics