Unacceptable Customer Service

Unacceptable customer service- waiting 10days for refund and given the runaround by Customer care team. Phoned in 3 times today to try resolve the issue- still no resolution. No supervisor available as they are all on lunch. Really Pick ‘n Pay this is absolutely awful. I purchased grocery items on the online platform. Payment went off my account, however my basket was still showing I owed the payment. I reported it immediately and the consultant could see the transaction. I was informed that this is quite common and called a ghost order. They would reverse the payment back into my account. Firstly he said within the day, then back peddled and said it would take between 3- 5 working days to be reversed. This is not good service as I had paid the money across and now had to wait for my refund. That would definitely not work the other way around. By Day 10, still no funds in my account. I contacted the Customer Support team and was told that the refund had gone thru 2 days previously. I was even sent the proof of the transaction reversal. I spent 30 minutes with my bank trying to verify the payment. Nothing could be found. I phoned Customer Service again and told the lady what had happened and e me the same story that it would need to be investigated and they would get back to me. Again I am out of pocket and PnP is sitting with my measly R570.80 and digging their heels in. I find it disgusting that the consumer is left high and dry while the retailer takes their sweet time to sort out their error.