PnP ASAP refuses to refund money deducted due to app error

I have been extremely patient, but I am now beyond frustrated with Pick n Pay ASAP.

On 11 May 2025, I placed an order using the ASAP app. PNP ASAP deducted three amounts from my account for the same order: R135.98, R118.97, and another R135.98. This was probably due to a system error on their new app.

On 13 May R135.97 was refunded to my account and R85.98 was deducted. This was due to mushrooms that was out of stock.

I have:

Called customer care numerous times

Sent multiple follow-up emails

Provided bank statements as proof of the deductions

Waited almost 2 months for a resolution

Despite this, Pick n Pay ASAP has not refunded the two amounts erroneously deducted from bank account.

Now, customer care is telling me to contact my bank to get the money back, claiming the transactions were “voided.” My bank has confirmed that the funds were deducted and never returned and that only the merchant (Pick n Pay ASAP) can refund the amounts.

Pick n Pay ASAP has not provided any proof that the funds were returned to my account, and their continued refusal to take responsibility has caused me significant inconvenience and wasted my time.

This is unacceptable for a retailer of this size, and it is shocking how difficult it is to get a simple refund for money that was deducted from my account due to an error on their app.