Bad service delivery

Hi there. I was very disappointed the previous night when we had placed an online order only to find out that even though they had deducted the money from my bank. There was no order on my profile because of a technical error. I called the branch and they said they could not find any order and that I should wait 24hrs for the amount to be reversed on it's own. Its 2days now and I haven't received the money back or my order.

Please have this raised. I would like a refund. Really bad customer support