NO DELIVERY AND NO REFUND

On Monday (18/12/2017) I confirmed my online order of approximately 50+ items and delivery was scheduled for Wednesday (20/12/2017). The delivery van arrived with merely a bag of rooibos teabags as the only item to be delivered, despite nearly R3000.00 being debited from my account. I attempted to contact the helpline (***) on Wednesday at 11h30 and again at 12h30 however an automated message informed me to call again during office hours. I tried again that afternoon and on 3 separate occasions when I eventually got through to a consultant the call was cut. This morning I was able to speak to a consultant (REF ********** 481) I asked for the order to be cancelled and a refund immediately as the products 'purchased' are for our holiday and we cannot wait any longer. The consultant asked me to contact my bank and request an authorization code then call back, give the call reference number and the matter would be escalated. I called my bank (the payment to PnP is still pending) and received the authorization code, called the helpline back (REF ********** 548) and was told that the code has been sent to the financial department however they will only respond within 2-3 working days and that the refund will only reflect in 5-7 days. This is the first time I have used the PnP online and I definitely will NOT be using PnP again, online or in store. I do not understand why the payment cannot just be reversed if same has not been banked by PnP as yet and is still pending. I have now had to basically do a double transaction as I've had to go to another store and purchase all the groceries. This is absolutely ridiculous.