Extremely disappointing customer service

Every time I order via their App my order is never successful but funds get taken from my account. I've been trying to reach them since the 20th of November to get a refund and I'm always kept hanging. When you call their contact centre they say we should use their chat functionality because it's "quicker" but it has proven to be just as horrible as they contact centre because even when you get to speak to an agent, they don't fully understand you because they have a completely different accent from you and you end up not being assisted accordingly.