Bad service

I placed on order on the pick n pay app n it didn't get processed and I canceled it but it was pre authorised I have emailed picknpay so many times and all they say is that my request is being reviewed but it has been a week and I have not received my money back. Their service is not good at all. Pick n pay is cheating people of their money cause the reason I canceled it is because the money was paid but no order number was given.