Money taken from credit card w/o completing order

I placed an order online and completed the payment process. After completion of the process I was redirected to my trolley stating that my order was not completed. I placed the order again, completed the payment process and and once again the same happened. I then received sms's from my bank stating in both occasion that the money was removed from my card (R4752.05 x 2) and still the order was not completed. I phoned Makro and they said that they will get back to me. I asked them whether there was a reference number and they said no. What can I say. I am speechless. My bank say they known that Makro has a system problem but I am almost R10k out of pocket without an order or even a reference number to show for it.