Wrongful debit

I switched to the new pick n pay asap app and the all had been well until on the 11th of August my private account was debited at 9pm of a order I didn't make, I wrote a email which wasn't rep**** to and tried to call but wasn't helped at all as the order can't even be traced on the app but on my banking account the proof was there and I hadn't even made a order since the 8th