bad customer service *** - ***

why does pick n pay asap not refund clients their money this is so dissapointing and when u email the customer service you get no response . what bad customer service ...i ordered online on the app they did not deliver everything i ordered now they need to refund me i had chosen the option to refund into my bank account but the money is still on the app laying on my wallet ...everytime i click refund it says processed and it tales 3-5 working days but the money is still on the app ...no one isnl contacting me and when i went to the one branch they dont know how the app works this is pathetic service ....