Pick n pay asap online refund for groceries not received.

Recently ordered on pick n pay asap, payments were made however my order was unsuccessful I don't know for what reason. Ive been calling the call centre and I'm not getting any help with my refund. I called one-day and I was assisted by a lady who kept on laughing w her friends while I was enquiring about my issue. It's been almost 2 weeks and no communication from them.