Builders Warehouse cant comply to customers refund

On my online purchase, when it was being prosessed the "mercent" timed out but the amount for the purchase went off my bank account, the day after this happened I contacted Builder Warehouse and they "looked into it" the following day the co firmed that my order was cancelled and that somebody "higher-up" would contact me to rectify the problem. It is basicly 2 months from all my calls and emails and still no refund on my purchase I everybody I speak to is promising that it will be sorted but nothing gets done