Cancelled order no refunnd

I ordered groceries from PnP through the Mr D app. The progress showed it was packed by 11am. It subsequently cancelled with no explanation. I was also not credited with the money, a significant amount. I have complained to Met D on the App and have not received any actual answers as to what is going on. Just some bot that can’t answer as it is outside its parameters. I’m now reviewing here in the hopes of being taken seriously.