Really disgusted P&P asap

We placed an order through P&P asap on the 12/05/2025 for daily items. We use them and 60/60 regularly. A butchery item we ordered was out of stock and usually money goes to wallet for use on something else. The wallet was now gone from the new app and we phoned to enquire about refund. Lady on phone took no details but said money will be paid back into account within 3-5 working days. Today the 28/05/2025 we still have not received a refund of R196. We sent a message again over weekend and Monday Zuhail Flakier phoned us and said we should send statements so they could refund us immediately. We did and then Marco mecloen contacted us saying it's not them the bank holds the money or some nonsense and we should wait till the 27th. Very disgusted what if that was someone's last money... We started ordering more from p&p but I have instructed my wife to not order from them anymore! So I guess p&p feels they can just keep our hard earned money...