making my life miserable

I placed an order with avon on the 15.06.2015 and received a confirmation that it will be delivered within 4-5 working days, on the 25.06.2015 I cancelled my order via email as I was going on leave and did not receive the order on time. They wrote (Sylvia Sibiya) back to me and apologise for the Inconvenience cause they promised to investigate the matter.On the 20.08.15 I wrote an email again to them as I was receiving sms from them regarding the outstanding amount,Gugu Vilakazi confirmed that the order was lost by courier and they will credit the money back and claim it from the couriers. Tuesday I received a very unprofessional and rude call from their collectors which I phoned back and reported and I enquired about the amount that has not been credited, I spoke to Nizaan who assisted me and said that he would put a notification of the communication and transferred my call to the collectors, I spoke to Rene who said that the supervisor of the person that phoned me was in the meeting but left her a note to phone back and she never did. Today I received a notification sms from ITC regarding the outstanding amount, I am in the process of buying a house, I need answers urgently.