My money was deducted but the order was cancelled

I placed an order using the MR Price app, and the money was deducted from my account even though the order status was 'awaiting payment'. A few hours later the order status was 'cancelled'. I contacted the MR Price helpline and was told to email my information and p.o.p to help@mrp, which I did, immediately. It's been over 24 hours since I've sent that email and I have not received a response or better yet a refund. I think it's unacceptable to take your customers money before even having processed their order.