Theft

I placed an order online on 25th November 2022. App said order was unsuccessful and my money would be refunded. I did not receive the order and neither was my money refunded. I tried calling the raisethorpe branch in Pietermaritzburg but it seems like the phone was taken off the hook. I could also not log a complaint via app.. It was showing error. I tried calling the customer service on Monday 28th November but was told I must call at 10am. No one can assist at present. This is theft.