No service but payment was made

I ordered pizza on 6th May which was last week Saturday on the Denonair's app. The order was meant for Protea Glen Mall. I then received a notification that the order could not be processed because Protea Glen Mall does not take online orders however the payment was already debited from my account. I received a text that I will receive a refund. 7 days later no refund. I called customer care, emailed you guys and even sent a text to your inbox but I have not received any response. This is the worst service and I would never recommend the ur service to anyone.