Asap app - refund failure order UID ***

I ordered twice on the new pnp delivery app at the end of July and end of August. I was informed on both occasions that the refund failed and was asked to complete a form and send proof of my bank account details, which I did. I have received and sent almost 20 emails but have to date not received a refund. Each time I am asked whether I would like a refund and to send bank details. Both my queries have been closed already but I have yet to receive the funds. I would advise not using the app and using Checkers' app as they have no refund issues.