Disappointing Service.

Since 29th August, PNP ASAP credited my wallet on the app for an item that they delivered which was not suitable for the device I was using. Since then, I've been trying to process the refund and the refund is not being processed at all. The app says I'll get my refund in 3-5 working days and it has been successfully requested but nothing is being processed. I've raised a ticket with PNP and I haven't had any response back. I've checked the initial email shared about the reimbur*****t they've given me and nowhere does it state that I cannot claim this back onto my bank card and only this evening I discovered, that I was only able to use this as store correct. If this had been told to me in the beginning, I wouldn't be making such a fuss about it. PNP help desk have not got back to me. No wonder this company is going downhill. IF they do consider acknowledging and responding to this complaint, I would most definitely want to me compensated for the inconvenience cause by them and the fact that I'm having to chase for response.