Money not refunded

I am disappointed in pick n pay I placed an order on their ASAP app on the 27th of November and one of the products was out of stock so they credited my money into the wallet. Later that day I opted to get the funds refunded to my bank account. On the 8th of December I did a follow-up and I got an email on the 9th of December advising that the money will come through either on the 11th or 12th as it takes 10 days from the day it gets processed. On the 13th I did another follow up as nothing has come through and I got a response via email today requesting I send my bank statement which I did. After this the person responded and said I must check on the statement of the account I paid with but I sent the statement as requested so I don't understand why I am not getting my refund. I responded to tell them that I sent the statement for the account I used for the purchase and this was at 14:19 I have received zero response so I don't know why pick n pay seems to think it is OK to take my money