Superbalist's terrible service

I made a purchase days ago using my card as payment option, after entering the OTP it took me back to a page saying 'awaiting payment' yet I received the notification that the money was taken. I called my bank, and they confirmed the money was reserved from superbalist. Till now I have still not received an order confirmation and instead my order was cancelled.

I have contacted Superbalist customer care numerous times already and still have not received any feedback. I have emailed my proof of payment many times and still no feedback. I want my refund of R1299.00. I see many reviews of people who do not receive their refunds. So disappointed with the service from Superbalist and will never shop their again.