PEP store Ennerdale and headoffice

On the 28/05/20 I bought a token of R500 for my Pepmoney account(which is a saving account) and I loaded the token as I have been doing for the past 2years, 2days later I check my balance and I noticed a notification that the R500 didn't go through my account with a Ref no:*** ,I went to the to the store on the first was given a no. to call and I did, the guy at the headoffice told me to take my ID copy,affidavit and the copy of my Pepmoney account to the store to be faxed to them which I did and ever since that day no one has called me back, when I call the headoffice they wait for me to share my story and when they have to help they pretend as if the line is breaking, I have called 3 times and I have also called the PEP store Ennerdale manager Rosina and she always tell me she will call me back and never does, updates me only when I call last call she said the headoffice will call me and they have confirmed that they habe received my forms, 14 days down the line I'm still left stranded with R500 less. What hurts is that I'm spending money calling them and they have proof (jenal retreat no.)that I bought the token but still they have not border to help. It looks like I will never get my money back.