Refund back money PEP

I send someone money via PEP money as I always use their service problem started when the person couldn't withdraw the money I went back to the store to enquire only to be told the person who was helping me put 1incorrect number on my cellphone number that's why the money couldn't be withdrawn now I had to fill the refund form and documents were faxed to the head office I waited for 14days but they never refunded me I called their call center they referred me back to the store only to find that the fax number were documents were submitted was no longer in use I had to start the process again now documents were scanned and send from the store even now I never got the refund I am very disappointed in how they handled this situation.