Taken my money from my bank account *******

I have been battling with Jet Online to get my money which they *******ly took - I have send my bank statement to show that Jet online took it twice and still my order is in the basket and did not even go through. So when am I getting my R711.91 back? Every time I ask I just get an email saying its escalated. How many times is JET ONLINE going to escalate the query? This is theft from my bank account.