Refusal to refund my pre-authorisation money

Their support service is poor (chat and via email). They deducted money from my bank account and aid its a pre-authroisation amount and that same will be released by my bank in 14 days. I followed up with them on numerous occasions regarding the same. They havent bothered to assist me with the same. This isnt the first time they do this to me. Lastly, when I contacted their number. It said their number does not exist. I higly advice that people do not use the app.