Shove from pillar to post for my reserve refund

I had done my online shopping debited twice in one day on 29 April 2019 to date I am still struggling to get my reserve money back from Pick n Pay. Being shove from pillar to post by customer care whom when I called directed me to the shop where I had collected my online shopping as she was not able to do a refund or facilitate the refund . I submitted an online complaint same day, nothing...nada.... no response not even an acknowledgement of email. Three days later squeezed the time to go to the shop was informed, the refund is facilitated by customer care who had informed me to get to the shop.....what is that... being shoved from pillar to post..... not acceptable at all. All I need is money back... why should I have to wait for 9 days to get a refund. The shop today called me informed me the refund should have been done by customer care... Pick n Pay what is going on here?