Pnp charges twice for one and complicated refunds and in past never refunded me

Once again the pnp app has taken my money unnecessarily and they complicate a simple request..my last orders both pnp and fnb couldnt help. I was refunded on items not delivered. Today, one order but charged twice..i cant wait 3 to five days. Single mum..I want my money and no long stories..do your job!