Paid for goods that were not received or refunded!!!

an online purchase that was made on my account. I've ordered from pick n pay asap on 19th november and my good weren't delivered, on they side they can't pick up anything and refusing to assist me further while the funds have already come out of my account and not returned to me. Customer service can't he'll me further I'm left with no groceries delivered that were paid for and not refunded!!! This is pick n pay bottels asap app