Worst service ever

On the 20th of August at 5AM in the morning I went online to purchase a geyser from builders then it gave me an error stating payment was unsuccessful. I check on my banking app and nlsaw no payment went out. Then I tried again and this time it said payment was successful. To my surprise as I went in to my app again two payments went out. I then at 8am called builders and explained what happened the lady said I must send through the proof of payment that I am asking for a refund my proof of banking details and ID. I did all that. After that no one said anything to me. Had to keep on calling. No ref number nothing. At pass 4 I called again and was advised I needed to fill out a refund form. And I asked if I didn't call how would I known they need that. Nonetheless I checked my emails now they requested me to send both proof of payments. As angry as I was I did so. After that it was silence again. I called again on the 21st and each agent I speak to has a different story. The other guy was even shouting at me. I had to hang up. Called again got a different agent who knew nothing and said someone will call me back. I'm so disappointed in builders. I will never buy from builder again. I have to pay people to install the geyser I can't. A geyser that was delivered without my knowledge no call no communication niks.