PnP - Quick to take, slow to give!!!

Ordered groceries, couldn’t deliver on date of delivery (third time this has happened in the past two months). Plus PnP has debited more than what I was invoiced due to a poor service delivery model. I have yet to receive my funds. Where’s my money?! It’s been a week now and no reversals have been made. Contacted an agent who said I should speak with my bank and my bank said there was no “reserved fund”, it was a straightforward debit. This is theft!!!