ASAP Refund Complaint

Good day On 8 March 2023, I placed an Order on Pick n’ Pay ASAP for delivery. When I attempted to pay for the order, I received a message that Bank Authentication Failed. So, a couple of minutes later I tried to pay for my order again. This payment was successful. My order was worth over R2k. I then received communication from my bank that both attempt sat payments resulted in money being paid to Pick n’ Pay ASAP. I also found that the debit from one of the attempts was credited to my ASAP Wallet. On 8 March 2023, I requested that my wallet be paid out via EFT (this is the only method of refund available via the ASAP wallet). I then received and email form asking for my particulars which I submitted at the same time also on 8 March 2023 . I had not heard back from Pick n’ Pay. On Saturday 11 March 2023, I followed up with an email to Pick n’ Pay (***).I have not received any reply. On Monday 13 March 2023, I called the Customer Support Centre (***) at about 09H50sih. I was told the following: My request for the refund had not yet been attend to and neither had my email (this is not acceptable as almost a week has gone by with Pick n’ Pay taking NO action) My request would be escalated but the refunds team had a backlog of work (Pick n’ Pays backlog is not my problem, they should staff up or extend hours to clear backlogs to return the customers money) I was also told that it would take 5-10 days from the time the refunds team processed my request to get my money paid to me. When asking to speak with a manager, I was told that I could not as the managers where in a meeting. When asking for the full name of the consultant on the phone or the manager – I was told that they where not allowed to give out this information (not sure what kind of nonsense this is, how can I keep a proper record of who I spoke with). I was also told that my refund of over R2k might also only be paid back to be next month. There also apparently no internal ombudsman but I am well come to send an email to complaints (even though no-one has bothered to reply to my email that was already sent.) I was told that I would receive a call back with details of my escalation, but as of 2 hours later – I’ve heard nothing. I am extremely irate. This is not acceptable Pick n’ Pay. You might think that R2k is not a lot of money., But it is a lot for me and for many of your customers. It’s the money that we must feed, clothe and educate our families with. It’s the money that we need to use to petrol in so that we can get to work or use for taxi fare. It is NOT your money Pick n’ Pay. It is my hard earned money that is due to be refunded to me.