Unhappy customer

I ordered on pnp asap for store PNP Zevenview Sunday at 12h03 and by 13h40 it was not packed yet. I spoke to Lyle and he packed and prepared the order for me so I collected the order myself. On app at 14h45 I see the app shows order is delivered to me and I was still charged the R35 no credit was given back to me on my app. I logged the call on Monday 10h11 an Abdul emailed me back to say they will investigate. I am still waiting on them no else was in touch. Pnp is usually on point with the customer service but somewhere the communication has failed#BlackFriday