PNP online delivery never happened, now my problem to get my money back

I placed an order for groceries to be delivered yesterday 26 June between 14H00 and 18H00. So I waited from 14H00 onward and nothing, not a peep or delivery. This morning I looked at the order and it shows as processed. Payment went off my bank but I did not receive my order. I called PNP just to be told that JHB deliveries could not happen because of the strike. When I asked how I can get my money back I'm told to ask my bank. Another call to my bank only to be told that I need a letter on a letterhead proving this was cancelled before my bank can look into this. WHY is this my problem to get my money back???? WHY was the order processed and not just cancelled? WHY was I not informed of this???? Your service suck! I've been using PNP online shopping for years, but not again after this disgusting service.