Money Deducted for Failed PnP ASAP Order – No Refund, No Response

I am extremely disappointed with the service I have received from Pick n Pay ASAP.

I placed an order through the PnP ASAP app and the payment was successfully deducted from my bank account. However, the app reflected that the order was unsuccessful and still required payment.

I immediately contacted the call centre. During the first call, I followed all the troubleshooting steps provided, including logging out of the app, logging back in, and attempting checkout again. Unfortunately, the issue remained unresolved and the call was disconnected while the consultant was taking my details.

When I called again, I was asked to repeat the same steps even though I had already explained that I had done this. Attempting the checkout again resulted in a declined transaction and I was even charged an additional bank fee.

I then contacted Pick n Pay ASAP support via email and was advised to wait 3–5 business days for the refund. After this period passed and the funds were still not returned, I followed up again. I was then informed that an authorization letter would be prepared for me to present to my bank so that the funds could be released.

It is now several days later and I have not received the refund, the authorization letter, or any further response.

This situation is extremely frustrating as my funds were deducted for an order that was never processed. I would appreciate urgent assistance in resolving this matter and ensuring that my money is returned as soon as possible.