Give my money back PnP Stellenbosch

On the 5/11/20 I went into pnp bought something and took a cash back amount went of twice not noticing it at the moment on the 8th I send pnp customer care an email, no response. Took a offday to go to them give out traveling and still they can't help me because according to them my bank statement witch cost Banking fees must be send to head office. It's the 21st of November and I still haven't heard from anyone. I'm waiting on my own money and loosing money getting through to pnp!!