Disgusting and pathetic customer service.

On the 29 April 2022 i placed an order for essentials via the PNP ASAP app. The app system proceeded to take my payment and at the end advised that my order was cancelled. However the funds were already removed from my account. I called through to the call center for assistance as my order had bread and most importantly adult nappies for my 92 year old grandmother. I was assisted by a lady who then advised that she could not assist and i must call my bank. I advised her that as per my bank the money was not reflecting in my account or under pending transactions. I also advised the consultant that i would actually like my order delivered and she advised that she will request for it and call me back or email me to confirm. I waited and no call or email was sent. Is this the kind of customer service you provide? Had I been advised I could have arranged for nappies elsewhere, however your incompetence severely inconvenienced me. Further to the above, to date my funds have yet to be returned to my account. I called through today for further assistance after my bank could not assist and again was put through questions and answers before the consultant told me that he cannot assist. No management to assist and when i told the consultant you not even escalating or trying to assist me by asking for management to intervene, his reply was "they will tell you the exact same thing". Does customer satisfaction mean nothing to your company? What kind of values and morals do your employees hold dear? If a simple request like mine can be treated in such a manner, imagine the thousands of other unsatisfied customers you have? I have been a loyal pick n pay customer for years and to get this service when I have my 1st problem is rather disappointing. To make matters worse I get an sms to say my call as been completed. You appreciated my support and service to your group but when I need your support and assistance I am sent from pillar to post and given textbook answers instead of actually going out of your way to resolve the issue you have caused.