Poor Service from Pick n Pay ASAP Team - Urgent Refund Required

I'm writing to express my extreme frustration and disappointment with the service I've received from the Pick n Pay ASAP team. On July 1, 2025, I placed an order (Order Number: ***) for Lactogen 2 1.8Kg at R294.99, and on July 2, 2025, I placed another order (Order Number: ***) for the same item at the same price. However, both orders were out of stock, and yet the money was deducted from my Smart Shopper account.

I've been calling the call center since July 3, 2025, and it's now August 11, 2025, with no resolution. Each call center agent claims to escalate the matter and promises to call back with feedback, but none of them follow up or provide any updates. This lack of service has caused me significant stress and inconvenience, especially since my child went without milk due to the failed deliveries. What's more, I've incurred substantial costs due to the lengthy call times (minimum 10 minutes per call) and lack of a toll-free number, which has added to my frustration.

I urgently need the funds to be refunded back to my Smart Shopper account. I request that you look into this matter immediately and take necessary steps to resolve the issue. I would appreciate it if you could provide a timeline for the refund and ensure that the matter is closed as soon as possible. Additionally, I would like to request reimbur*****t for the airtime costs I've incurred due to the prolonged calls.

My details are as follows:

- Order Numbers: *** and *** - Product: Lactogen 2 1.8Kg - Price: R294.99 each - Date of Orders: July 1, 2025, and July 2, 2025 - Estimated airtime costs: +-R300 airtime

I look forward to hearing from you soon and getting this matter resolved.