Bad service

I placed an order on 5 May - Order number ***. When I checked my account last week it said my order is cancelled. I was not notified of the cancelation and the fact that there is now no stock, I then called the call centre and was placed on hold by a consultant for about ten mins, i had to end the call as I could not wait any longer, she never came back to say why im being placed on hold for so long. Im assuming she just wanted me to end the call. So i need to know when i will get my refund pls. This is the 1st time im using your online service and im not impressed at all