Absolutely Poor Service and Experience from Adidas

I placed an order through the App on Adidas on the 27th of September through one of there approved payment method (Amex). The order was placed , the money was taken and then an hour later the order was canceled without any warning. I logged an issue through the customer care portal and only was responded with that the payment method failed even though the money was taken and please try another payment method. Through multiple mails going back and forth getting the same generic answer from the various customer care agents and not addressing why the money was taken and whether a refund will be actioned, the promotion that the order was placed on had ended on the last day of September. I have also advised that to the team only for a response to come through today to say that unfortunately there is nothing they can do the honor the deal and I was just placed the order again at the current price and use a different payment method because they do experience issues with Amex as a payment. I am absolutely disgusted at the level of service from a global retailer