Money Deducted on 2 March for Failed Transaction – Still No Resolution

I am extremely frustrated that this matter remains unresolved despite multiple follow-ups with both Pick n Pay and Standard Bank.

On 2 March 2026, I placed an order through the Pick n Pay ASAP app. The payment was successfully deducted from my Standard Bank account, however the app reflected that the order was unsuccessful and still required payment.

I immediately logged a complaint with Pick n Pay on the same day (2 March 2026). Since then, I have followed up almost daily with little to no meaningful response or assistance. I was advised to wait for a refund and later informed that an authorization letter would be prepared for me to present to my bank so that the funds could be released. To date, I have still not received the refund or the authorization letter.

Due to the lack of resolution, I logged a complaint with Standard Bank on 5 March 2026. A consultant did contact me and advised that the only assistance available at this stage is to lodge a dispute with Pick n Pay.

Standard Bank has logged this matter under Service Request No. *** with a due date of 23.03.2026.

Today is 16 March 2026 and I remain out of pocket for a transaction where no order was processed. It is extremely frustrating that after more than two weeks, this matter has still not been resolved.

I would appreciate urgent intervention to ensure that my funds are returned and that this issue is properly resolved.