Empty promises from Pick n Pay

After complaining on this site with regards to non delivery of items I was given ticket number *** I received an email from someone named Thulani from Pick n Pay ASAP stating that a refund has been processed into my account but when I checked my ASAP account there was NO REFUND in my ASAP account, what level of poor customer service is this? Is the CEO of Pick n Pay too big to call clients? I am waiting for his call because clearly everybody else is unable to do their jobs and I will keep complaining until I am assisted to my satisfaction.