Costa Coffee - Impossible to speak with anyone online, on the phone regarding a store issue

I went to visit a Costa Coffee in Hereford last weekend a whilst walking in placed a click and collect order through the app to collect in 5-10 mins. When I arrived at the store 10.45 am (which I had been to the day before also) the shop was closed and the alarm sounding. (opening times stated 10am - 9pm) I checked the app and the order still showed as processing. After waiting around for a further 5 mins we decided to get coffees at an independent shop across the way to see if anyone would turn up. By this point I just wanted a refund for my order which was showing as a pending payment by now in my bank. 20 mins later, still the alarm was sounding and no one insight inside and my order was still showing as processing. Usually the app wont let you even place an order if the store is closed so clearly something had happened.
This is where my frustration really began, you cant call any store or head office for costa the numbers have been closed down. The online form i filled out (twice) i have still had no reply to 5 days later. The email address given for queries bounced back saying no longer delivering to this domain.
How for a company this size is this acceptable customer service. My payment was taken from my bank and the order shown as complete when i checked later on that day so someone has knowingly still charged me for coffees they knew I could not have received. At this point I have little hope of resolving the issue and will unlikely use costa in the future if this issue is not acknowledged.