DEDUCTED MONEY WITH NO SERVICE

On 25 February 2022, I placed an order via the app. The money was deducted but the order never pulled through. I phoned the Customer Care and were advised that they will refund me. It is now a week later and to date, I have not had the courtesy of 1 single reply to my emails or even a call!! I have to phone in every time and ask what's going on! It is now a week later and still no response! For a well known establishment like this, I expected much better! I want my refund back!