Refund

I tried to purchase some clothing online for my baby a week ago , payment went through but the order was not processed. Items were left in my cart but payment was taken from my bank account. I then immediately sent an email with proof of payment and a screenshot of the items I wanted to order/what was in my cart to customer care and was called by an agent by the name of Sthembiso. He then told me that he can see the funds and will escalate the matter. I've been following up but there is no feedback as to when I will receive my refund. Can I have my money back please! Ref [#CSA001850] [JMB9D51] [JNC0D9E]