Poor online service

I ordered online on the 7th of December , I check the order status on the 11th and it says the order is confirmed , on the 13th I call the call centre they tell my order has been cancelled, how? I don't know , now I'm being told I have to wait for 5 days for refund. I want the funds to be credited back into my thank u card ASAP because I needed the products I bought by the 18th as they were a birthday gift. I'm really disappointed in your online service