Deduction of money after order cancelled and PATHETIC customer service.

I placed an order on Monday 25 January 2021 when the ordered cancelled right after the money was deducted from my bank account. I immediately tried calling customer care and was told that they cant track the order (obviously cause the order cancelled but the money went off) and to wait 24-48 hours. I contacted customer care again a few days later and was shouted at by the impatient helper to wait 48 hours. It is now way longer and STILL no refund??? HOW is that okay??? To pay for something I did not receive.