Mr D app takes money but refuses to place orders

You take my money, then your app doesn't work, so you keep my money and refuse to return it ... thats theft. Saying you'll apply a wallet credit doesn't cut it as now that over R300 is OUT my bank account INTO YOURS and I cant use it while YOUR app is DOWN. Can you kindly advise how this is MY problem ? Wow. Online agents hang up on you repeatedly because they cant answer the tough questions. Managers arent available and never return your calls (oh yes, been through this mill many times and so sick of it)