PnP ASAP! can I please get my refund

On 05 September 2025, I placed an order through the PnP ASAP app which was not successfully processed, although the funds were deducted from my bank account. I immediately contacted the Pick n Pay call centre, where a consultant confirmed the transaction, explained it was due to a technical fault, and assured me that a refund would be issued promptly. Since then, I have followed up multiple times (3 calls and 2 emails, the most recent sent this morning), but my emails remain unanswered. Each call results in the same response: apologies and a promise that I will receive an escalation screenshot within 1–2 hours, yet nothing has ever been sent. Hearing the same line repeatedly without action has become extremely frustrating. This is becoming a serious inconvenience. That payment was half of my monthly grocery budget, and as a student living on a very tight budget, the delay in refunding these funds is causing unnecessary stress and financial strain. I request that this matter be resolved urgently, with my refund processed without further delay.