Beyond negative rating!

i placed an order of R2035 with SHEIN on the 27th November 2023 and paid using Flutterwave, it took close to 5min for the transaction to process which timed out but surprisingly money was deducted from my account, on SHEIN my order is cancelled. on the morning of the 28th Nov, I called the bank to verify and they say the transaction was successful. i contacted SHEIN who then told me that there was no payment for my order hence cancelled, this has been a very straining process as till this day there's no refund and no order can be processed either! the bank said i should email *** which i did but seems like this email doesn't work as my email wasn't delivered... i really don't know what to do next to get my refund!