I want my money debited from my bank.

My daughter placed an order on the cotton on app on Friday 23rd of May, when checking out and paying it took the money from my capitec account and after it said unsuccessful and we should retry and we waited thinking it would be fixed after a few hours and we would get an order number or refund but nothing we tried getting help on the app but it was very slow and we did not receive any help.My daughter then sent them an email and they rep**** wanting her information and they still have not responded back or did anything about the issue .We went to the store and they did not help aswell. I am so disappointed with Cotton on online store. I do have proof of this on my app I can attach it if needed. My number is *** email address ***