RED SQUARE ONLINE ORDER

On the 4th June 2015 I purchased perfume from Red Square Online. My credit card was debited immediately even though my purchase was still sitting in my bag. I phoned customer care on the 5th June 2015, and was told that I needed to pay again in order for my order to leave my bag and that I would be refunded within a day of two for the first debit. I did this, and my credit card was debited again on the 5th June 2015. I am still awaiting my refund. I have emailed customer services on at least 10 occasions and have phoned approximately 15 times, and nobody is able to assist me. I am now furious and am about to report this to Consumer Protection.