Order Cancelled and No Refund

I am shocked by the total lack of communication/response shown by Spree. I placed an order on the 24th November and thereafter paid for the goods through EFT. Upon reviewing the order I saw that it had been cancelled. No return of the monies paid! I have sent numerous emails and called once to be told it would be resolved. Today when I try and call I held for 10 minutes with no response. Shocking!