Bad customer service

I place an order online on the 28th of April . I have not received my order till todate. No one is telling me what’s going on with my order and when will it get delivered to me . I have reached out and spoke to 2 agent who keep telling me that someone will contact me and it has been over 2 weeks and no one is contacting me. At this point money was taken and have not received the goods and no one knows or says anything. This is really upsetting and frustrating.R5K is a lot of money to be taken from me. Why can’t anyone communicate or refund me then .