Do not respond to emails re duplicate bank transaction

On 29 .12.2025 we ordered on the app a kebab box from Nandos, the app was struggling but eventually the order went through and was confirmed. When we got to the store several hours later, they could not find the order. They wanted us to order in store and pay again but I advised them the payment is already showing twice on my bank account. then someone found our box of food , so they had in fact received the order but the box looked terrible. They wanted to change the box but we had been waiting so long, we decided to take the food and go. Both transactions were pending for a few days but then both went off as confirmed . My bank confirmed that they banked both payments, when there was only one order.

I have sent messages on the app, in the order and in contact us, I have sent message on contact us on the website , but no response on my request for refund