Cash back not received from liberty mall pnp!

I am disappointed with the service I am receiving after I was at Liberty Mall pick n pay on the 17th December 2022. I bought goods for R99 and asked for R500 cash back, after swiping my card before receiving the cash the store a power cut. The cashier notified me that she cannot give me cash as she is not sure whether the transaction had been processed on her side. I told her that I had already received a notification from my bank that the funds were reserved. Cashier called her supervisor who told me that they had to balance the till so they would know if my transaction was processed or not.

After checking the cash the supervisor informed me that the cashier's till had balanced, I need to wait maybe the transaction will reverse back into my account overnight . The transaction never reversed into my account.

The following week I cannot remember the exact day I called the store to find out how to claim the funds as they were still not back in my account. I was advised to send my bank statement, which I did. The lady by the name Thembelihle sent my request but advised me I might be too late as the head office will be closer over the Christmas holidays, which I understood but I also needed my money. On Wednesday I called her to find out what the response was she said they had not responded....I pleaded with her to escalate the matter as I really need the cash . On Thursday when I called I found out they're unable to pick up transaction although it went off my account. I am really upset because the matter is just dragging and my funds are sitting on some suspense account while I really need to use that money! After so many days after the 17th I am still waiting for my money! I am so disappointed by pick n pay I didn't think I would be still be waiting for my money till now!