Deduct money but cancel order

I recently tried to place an order on spree.co.za. Payment went through, and shortly after I received an email that my order was cancelled because "no payment". The amount has gone off my bank account, and is not just pending.

I emailed spree several times to request a refund, but I have received NO feedback. Not even an automated email responder that says they will come back to me, NOTHING.

You cannot just take peoples money and then straight out ignore them!!

This is not the first time I struggled to get customer service out of Spree. They just do not answer emails.