Shopify unsatisfactory service

I made a purchase with a store registered with shopify . I had tried to contact shopify via Instagram and did not get a response. The online store had all shopify social media accounts and policies linked to them which is why I and made the purchase . I received a email to confirm my order . I then tried to contact them using the online contact service and the email through which my order was confirmed. I did not get a response on either and the email address was invalid . I then contacted shopify to ensure that the online store was infact registered with them and a shopify agent confirmed this. As per shopify instructions i waited one month, it has been just over a month and shopify says they cannot help with my purchase . They are doing an investigation but the results or actions they are going to take cannot be disclosed with me . I assumed that shopify Is a trusted online entrepreneurship company . However they provide no help with regard to the business registered with them .They have stated that they cannot provide any further feedback from the investigations and it is now left to my bank to help me retrieve my money.