Double deduction... NO ORDER!!!

If I could give zero stars, I would. I was trying to buy my friend a gift on Cotton On's website. Not only was I double deducted but the order didn't go through. I was luckily refunded for one of the amounts but it has now been almost two weeks and I still have not received the other amount. Thebelihle from customer support has been really great and helpful but there's only so much she can do. She escalated the situation but still, no funds received. My bank confirmed the amounts were banked by you. No after two weeks I have to send a letter from the bank? You messed up here and I have to continuously follow up as I receive NO feedback. Will NEVER support cotton on again. NEVER