Driver disappeared with groceries

Last month on the 21 Aug, I used PIick n Pay ASAP to buy urgent groceries for my elderly mom. I used her address to be delivered to her house. The driver who was sent to deliver the groceries got lost. When I had tracked her earlier driving to my mom’s address I realized she didn’t use the route that was on the gps track. She called and said she was lost, I assured her she’s on the right neighborhood, just on the wrong street. Instructed the driver to wait there my mom would come to the street she was on. But driver did not wait there instead left and went to another place. I texted her why she moved as I could still track her on the app. She then said she’ll log it in as delivered. I said why cause we don’t have delivery yet. After that she went silent I could no longer track her or get hold of her on the phone for over an hour I tried. I then called PNP customer care, explained everything, gave them details of the driver and requested a refund. They assured me the matter would be dealt with and I’d be refunded in 7-9 days. It’s been 2 weeks now. I’ve sent emails enquiring what’s happening, but no response. I’ve used ASAP before and I had no issues, this time has been hell. I ended up coughing up more money to buy the groceries I had ordered from pnp asap to be delivered to my mom, but never arrived. All I am asking for now is my refund please.