Mr do not deliver!!!

I am extremely disappointed at the poor service received from Mr Delivery today. I have placed an order which was supposed to have been delivered 40 minutes later. 3 hours later the order was still not delivered, my money was deducted and the bank cannot return the money , whilst Mr Delivery is saying that the funds are not reflecting on their side. They cannot do a refund either. If I want to have the delivery I must repeat the process. This is completely unacceptable. Who has the money then?? The onlin system also did not give any indication that there was a payment problem. I need this resolved today.