Pnp app wallet refund

If I could give pick n pay a 0 I would definitely do so. I've been waiting for my refund which I was told it was processed on the 05/02/2024 which never happened. I reached out and I was advised to wait 15 days but still nothing. I reached out for proof of payment which was never sent to me . I was then advised after my first review on hellopeter that the an escalation was done to the refunds team to assist with this as this refund failed due to the bank securities and that was on the 6th of February 2024 till to date nothing. I've heard customers complaining that once you are refunded on the pnp app wallet money dissapears. Customer service wanted my statement yet they can't give me proof of payment . So clearly the Popi acts means nothing to this company. This is my last attempt to resolve this issue .