Poor customer service and very inconsiderate

I placed an online order on the 29th of March at 08:56, my order was accepted but never delivered. There was no communication as to what was taking place, I went into the app and realized that the money is sitting in the wallet. I requested for the money to be paid back onto my card and the message I got was that it will be paid back into my account in 3-5 days. I sent an email using the app querying why my delivery was not made and have not heard back from anyone. Please can I have my money urgently reversed, I’m being inconvenienced for your poor service.