They don't want to refund me the only money that i had to buy food.

I placed an order on the Pick n Pay ASAP on Sunday the 25th,it gave me an error message but my moneybwas deducted from my Account.I then requested for a refund which on the App it states that i will get the refund in two hours time,but i did not.Monday the 26th i called them and they escalated my query then i was told that they can't trace my transaction.They asked me to email them my bank statement,I did then nothing happened.I called again on the 27th which is today they started lodging the query again and promised to get back to but nothing has been done.I had initially placed an order which included mealie meal as i am using crutches it's hard for me to take a taxi.I am without food that was my last money and they don't want to give me my money back.