Payment debited,order cancelled after by the app

I just orderd on the Mr Delivery app. And the amount for my order was debited from my account as I was paying with my card. And moments later my order was cancelled. How does that happen when they've debited already from my account? I then called KFC in New road Sandridge and they said they can see that i made the order but it was cancelled from their side. I tried submitting a complaint on the Mr Delivery app and it said they would call me shortly. It's almost 2hours now. What do you call this?