Money not refunded

Good day

I placed an order last week on the 18th of July 2021 and the order failed however money was deducted from my account, I got an sms saying the funds will reflect on my account in five days however I have not received the money order number ***3 and ***7

I have tried logging this on the online app I used to place the order with no assistance, I tried calling mall of Africa and they said it's beyond their control

Kind regards Fhumulani