Order not received and money taken

On the 25th of November at exactly 19:27 I had ordered a meal on the steers app at the New Junction store and paid using my debit card. The money was immediately taken out from my account however the order did not come through. I contacted customer service and the 1st lady that assisted me did not know what she was doing. I contacted the store directly and they told me that they could not find my order, long story short I contacted customer service again and the second lady was able to detect that I had indeed ordered but the order did not come through. A case was opened but nothing has been done thus far. I am disgusted with the way I have been treated and I still haven't received my money.