Refund my money

I made 2 online purchases to a total of R485.00 around 26 Jan 2021. I never received confirmation of the said orders and I called in today to check where the orders are. I spoke to Jackie who confirmed that the orders were cancelled but I was never informed of this. The money was deducted from my account but she tells me it’s hanging. Where is it hanging because it was deducted from my account? In the first place why was it even taken if the items were out of stock. Refund my money immediately!!