Money taken but no order placed and no sign of refunding my money.

On the 16th of December 2017, i decided to place an order on the Mr Price online app for the first time. I made the payment for my goods and waited for the email to confirm that my order had been placed. Hours went by and still nothing reflected on the app nor by email that the order had been placed, so i phoned the MRP customer service line for feedback. Spoke to a lovely lady who advised me that they were having trouble with the app and that she would send a request to accounts to process the refund. She then emailed me the request and told me that it would take up to 7 days to reflect in my bank account. It is now the 31st of January 2018 and they still have not given me the money back. Emails are being ignored and when you phone in, you get told that the "bank agents" are "working on it" and that they "will email me" when they receive feedback. Really frustrated at this as it feels like that money has been ****** from me now. Really bad way to go about treating customers.