PNP ASAP incorrectly taking money, and mission now to get back

I placed an order on PNP ASAP app on 30 April (like I always do, I probably place an order every 2-3 days). On 30 April, I placed an order for R1500 which was paid, and within seconds another R4K was deducted from my account. I immediately contacted PNP ASAP via email & phone, where every time I just get a reference number and state that the money will be returned within 3-10 days. It is now 16 May, 16 days later, still I do not have my money back. Everytime I enquire, I just get the response that please wait 3-10 days. I am very frustrated and do not understand how this process can take this long.