Horrible service from Pick n Pay Asap

On Monday, 30 June, I placed an order on the new Pick n Pay ASAP app and made a payment of R142—the full amount for my order. Immediately after the payment, I received a pop-up message stating that a partial payment had been made and that I should request an immediate refund. I followed the instruction and submitted a refund request, but I have still not been refunded.

I contacted Pick n Pay customer service, and a call centre agent advised me to contact Capitec Bank, as the transaction appeared as “pending” on my banking app. I then called Capitec, and they informed me that I needed to obtain an authorization letter from Pick n Pay in order for the reversal to proceed.

When I called Pick n Pay again to request this letter, I was told they no longer issue authorization letters and that I must wait 3–5 working days for the refund to be processed through the bank. As of today, I still haven’t received my refund.

It is unacceptable that the error originated from their app, yet they refuse to provide the necessary documentation to resolve the issue quickly. This experience has been extremely frustrating, and I will not be using the Pick n Pay ASAP app again.