Not being refunded for a canceled order

I had placed an online order with Mr Price about a month ago.

When i had paid for my items upon checkout i was notified that My transaction was canceled. However, my account was still debited.

I had queried this about 5 times with Mr. Price and to date, my account has still not been credited.

How can i still be charged for items that i did not receive nor have i been compensated for this.

Each time i call in to complain, i am told that my query was not captured on their system