Pick a Pay Online shopping - No credit refund

I have placed an Online order with Pick n Pay Herm**** on 6 Jan 2021 the kids collected on 8 Jan 2021. There were items that were not available and I was told that they will pass a credit the same day. I kept on phoning the Store as I need to order alternative groceries but no feedback. I was given a number to phone and was told that the customer is not allowed to request a credit the instruction must come from the Store. I send an email to customer service and still awaiting feedback. I am still awaiting my credit today 20 January 2021. Phoned the Store again this morning they are still awaiting feedback.