Takealot refusing to cancel an order

I ordered an item on 8 November and it was indicated that I would receive the product by 19 November 2024.

After numerous enquiries and email after email telling me that they would escalate the matter, I have still not received the product.

I requested Takealot to cancel the order, but was told that they cannot as it is "already in shipping process". On Takealot's website it shows as "not yet shipped" so how can it be in shipping process?

I have always had good service from Takealot but this is ridiculous. Are they now going to just walk away with my money and not deliver the product I ordered? Why can't they communicate with the seller and just tell me what the situation is?