Incompetence of epic proportions

I bought a kettle from pick n pay. It broke in two weeks. Firstly when they delivered it they charged delivery fee even though it was a replacement for an out of stock special and arrived in the same van as my original order. The company that collected the broken kettle made me wait a week from their promised collection date, and only arrived after many chase ups. It has now been three months and I have had no feedback. I sent an email asking for a refund or account credit. It took a week for them to respond. They now want proof of delivery charge. Is this not on their records? They also want the following information to "protect my information" Full name and surname (as stated on the account): Cell number (old and new): SA ID/Passport number: Physical address (old and new): Email address (old and new): Name of PNP store you usually shop at: Smart shopper card number (new card only):

This is ridiculous. I have a Pick n Pay account, why can they simply not credit it? 3 months to not get a R300 refund