Zara online is nonsense

I ordered online on the 3rd of December, My purchase was successful, on the 11th December Zara deducted the same amount from my bank account, I contacted my bank and they told me they experiencing issues with Zara online purchases and luckily they reversed the payment immediately. I tried to contact Sandton store there was no answer, sent an email got a reply that the email address is no longer in use. I then tried the live chat and they said they’ll get back to me ASAP. I’ve come to realize that Zara does not even try to respond to customer complaints. At this point I am not even sure I’ll get my order