You have to climb mountains to get a refund from using their delivery app

I last ordered from pick N pay via the app at the end of November 2022. The order came but one or two items was out of stock so the difference got credited to my wallet(which is such a bad system in my opinion), I went to withdraw it at the time because I didn't really like the fact that you are not able to choose different options with their bundle deals(for example all must be the same flavor for lays or whatever else is on offer). I got a link sent to my email to input my bank details for the eft, but I got a data center error immediately after receiving the link, so I never got my refund and at the time the money was still reflecting in my wallet on the app. I though it's ok I'll just spend it when I do my Christmas shopping. Low and behold I check again and my wallet was empty with the status of 'withdrawn' even though I did not submit the details. I contacted support and they are positive that the refund was processed. I check on my banking app no money in with that amount or close so I am 100% sure I didn't get it. They requested my bank statement which I do not want to give and closed my support ticket because i only saw the response they sent a few days ago now. (I mean it's festive, jeez) so I guess I'll just be taking a loss on that bit of money but never ever use Pick N Pay again. The fact that they make the refund process so difficult says alot about their business practices. I would advise everyone not to use the delivery app and just go to the store if you must. With Sixty/60 you would never have this issue as they reverse the transaction once the items are picked and you don't need to worry about a refund you get charged the correct amount, so it's definitely not a technical limitation, it's by design.