Pick n Pay poor service

After complaining on this site with regards to non delivery of items I was given a ticket number. I received an email from someone named Thulani from Pick n Pay ASAP stating that a refund has been processed into my account but when I checked my ASAP account there was NO REFUND in my ASAP account, again the same promise on a different complaint was made by someone named Roxanne and again there was no refund, what level of poor customer service is this? Is the CEO of Pick n Pay too big to call clients? I am waiting for his call because clearly everybody else is unable to do their jobs and I will keep complaining until I am assisted to my satisfaction