Debited but no parcel received or refund

I bought clothes online on the 4th of November 2021.They had the problem with their server for 3 day,the order could not go through.On the 4th day they apologized with their server because we couldn't buy.Fortunately on the 4th day the order went through,they debited my money R2143,00.The next day my order appeared as unpaid yet they debited my money.They sent emails stating that my order was cancelled due to time out.I sent so many emails in connection with my order but I don't get the full response about what should be done now since they don't refund me or send my parcel.