Bad review

On the 1st of October I placed an order using the debonairs app, at the end the order never went through but the money was deducted from my account, I called the customer care which adviced I need to send an email to them stating what happened, and they will get back to me however reversals usually take 7 days, two days passed I still had to reply from them, I called again and they said they are escalating it to the store which I placed the order at and someone from the store will contact me, three days passed no one contacted me from the store, I call customer care again only then did the manager from Maponya mall debonairs contact me, he wasn't much of help, he didn't want to listen to me and was very rude, made it seem as if I'm just trying to get money from debonairs for an order I never placed. Finally he said I must send a bank statement then he hang up the phone while I was still talking to him, I called the customer care to share my disappointment with them but all they said again was that they will escalate the issue, the next day I was called by someone different from Maponya mall and I was told they didn't get my order, their online department can't see the order, and someone will send me an email from their online department, the email I got was that they can't assist. I then called the customer care again, and was advised to forward the email I got from their online department and they will get back to me, a week later which is now two weeks later from the day I ordered, I receive a call from a person in customer care asking me if my case was resolved, and this is surprising to me cause they keep sending me from pillar to post, no one is really assisting, are they hoping that this case will maraculously solve it self, I am very disappointed with debonairs and their system, to this day I still didn't get my money back, how would I ever trust their app again.