Getir Double Charged but No Order Delivered

On Sunday, I placed an order from Getir Market, formerly known as Mirhas 7 Market. Initially, I paid with my credit card, but received an error message indicating "payment not received." Then I tried again with my Papara account card, and while the money went through, the order did not. When I checked, I discovered that my credit card and Papara account had been charged despite the fact that I had not placed an order. The live support crew alerted me of a system malfunction. They informed me that the card authorization and the charge on my Papara account would be returned the same day, but no refund was issued. I phoned live help several times, and they always assured me that the reimbursement would be processed. On Monday, I called the call center, and they recorded my card details. Today is Thursday, and I still have not received my return. I now believe that the level of service at Getir has deteriorated.