BAD SERVICE

So early June 2021 i subscribed to read sunday times online. The lady who was helping me, told me that within 2 days i will receive an activation email for my subscription, to date i have not receive that email. On the 15th July, my bank account was debited so i sent them an email but no one bothered to attend to my query nor to call me, i even call their call center with my own airtime. So how do you make someone to pay for the service you never used? that's theft in simple terms.