Mrp doesnt value loyal customers

I purchased an item online on the 17th of March. When it processed it said "order failed" but the payment went through. On my online profile under orders the order showed "cancelled". I got in touch with someone from the helpline, she advised it will be sent to the finances department and they will process things. Im still waiting... I messaged the mrp group on fb, also still waiting... I paid, paid extra in order for my order to get here quicker. Still waiting on my order, no refund, still waiting on feedback. Nothing. Im very dissappointed. As I am a loyal customer, but Mrp has lost my business. This is not how you treat customers