Mr price is not delivering my order nor refunding me

I have had a very awful experience with mr price online app. I ordered clothing items on the app on the 13th of February 2019. I even paid for door-to-door Express delivery. The R1,649.88 was deducted from my banking account and I still haven't received my order. I tried tracking my order but it says it's still processing on the app. I emailed my bank STATEMENT and SMS Notification from the bank to ********** as was requested. My emails are not going through. I cannot afford to lose that money. I need my money back so that I can delete the app forever. Please help!