Pick n pay Asap is a ****

On Friday 24th sep i placed an order with pick n pay ASAP, the order didnt go through however money was deducted from my account. I've contacted my bank and they asked me to contact pick n pay ASAP to reverse the amount from their side. I have written them a message on facebook, emailed, called to no avail. This would have been my second order( cause the first 1 went smoothly) but dealing with this one has been a nightmare. I cannot be spending money to get my money back. Online shopping is slowly becoming a ****, i don't even know where to go to solve this.