My paid up order refunded without any email advising me to collect, on whose authority

I bought on line cash, at bash 4 items. I only received one item which i collected at the store on the 17 November. I told the store clerk that it was 4 items the other a set. , i asked her to check for me she refused said i need to wait for parcel order advising me it ready. I waited constantly checking emails as i was greeted reminders every day to pick ip. Today i wake up to the said new my package will be refunded to cash reason being i never collected the order. I checked my inbox nothing. I sent email to bash they said nothing they can do , take your money and bounce, nothing we can do for you. I was not happy i phoned the customer number on google after a lengthy conversation they told me this number is written bash but not belong to bash only to tfg , bash they told me that of that i need to call another number. I phoned yhe new number they said it out of their hands if i got the email of the refund today!!! I explained that this item is a set they said , theycant do anything about it it out of their hands however they acknowledged that it a system error that i never received the email sent on 15 November , and i was at the store to collect on the 17 November . My airtime was finished the call hot cut off no one phoned me back although they had promised to help. Who is supposed to help me ? They didn’t send me a notification my order was at yhe store, i went to the store the they said they can’t find it, no one called me on the order that i need to come collect or email. Who is responsible? And yhis order is paid for . Every one is sending me from pillar to post. No one is apologising or planning to sort the mess the bash team did!