Lack of Feedback or Service from MRP Online

After a failed attempt at placing an order on the app and later on the webpage of MRP, the money for the order had been debited off my credit card and is still listed under "pending transactions" which means that the money has moved out of my account but has not entered into the MRP Group's account. Although usually when this happens the transaction should be reversed and the funds transferred back into my account, after the order being cancelled by the website the money is now sitting somewhere up in the air. My bank was very helpful and sent me the relevant documentation immediately and advised me, while MRP has not followed up. They have apparently escalated the query only AFTER I had to follow up a day after my initial phone call. I have now sent them all my relevant documentation but have not heard back. This is a case of theft. If they are unable to refund me I would expect some feedback and some compassionate advice at the least. After all this is due to an error on the part of their online sector.