Money removed but order not processed. ‘******’

This morning I placed an order for same day delivery totaling to R437. The amount was removed from my bank account as if it were processed however the Spree app malfunctioned and said ‘oops, something went wrong’ and now my stuff is still sitting in my cart as if I didn’t process the order even though the money is still out of my account. I have sent them 5 or 6 emails since this morning and still have not got any responses. I phoned customer care and they said I must tell my bank to reverse it, even though it was SPREE’s system that malfunctioned and it it’s not my bank’s fault that the money is out. I am extremely upset with the way it has or is ‘being’ handled. I don’t know who to speak to about it but I feel as if Spree has ****** me of my money. I don’t even have an order number because it is as if I never ordered anything. I hope they catch a wake up.