PNP ASAP

I made a purchase on Pick n Pay ASAP on the 17 October for R2354.65, the order was never delivered but the payment was taken off my account. I emailed the customer services department advising that the order was not delivered on the 20 October. i received feedback that a refund would be done into my wallet. I waited and nothing was received. when I inquired again I was advised that it takes 3 to 10 days. Again when I didnt receive I emailed enquiring and was advised that the funds were returned to my account, I advised that no refund was received and was advised to wait a few days, thereafter i was asked to send a copy of my bank statement because they said the refund was done on the 17th of October, which I confirmed I did not receive. I sent this information on the 16 November. The lady advised that the refund would be done with 3 to 10 days from then. Still nothing was received. I followed up and was advised that the matter would be escalated but still no refund received. This is ludicrous that i am going back and forth and have still not received my refund. This is totally unacceptable and the support staff seem to not be too concerned in resolving this issue, this is a big amount and I expected a refund a month ago, I AM STILL WAITING FOR MY MONEY TO BE RETURNED TO MY ACCOUNT. It seems that the support is not really support !!!!!!!!!!