Pick n pay Asap took my money

After taking money out of my account 3 timrs for an online purchase, the pnp website said payment failed, and the order was not processed. I have been struggling since yesterday to get my money back. When I called they said the bank should return it. The bank says they need an authorisation letter to say they can release the funds. I called asap again requested the letter. And guess what they sent me someone elses letter!! This is pathetic service. And yet again I have to wait another few hours for someone to answer on the chat helpline in the app!! Just to say they escalated my issue to finance. Going to wait another 3 hours for the letter.