Elite mobile are *******

So I qualify for a contract phone with elite mobile everything is approved I haven't received my phone but they have been deducting money from my account I phone them to enquire and they apologize and say I didn't qualify for that specific phone but I can go to my bank and do a reversal which I did but my bank was only able to reverse the latest debit order I phone elite mobile today and they informed me that they won't reimbursing me for what ever reason my question is how can they deducted money from an account without delivering the product I am still waiting on a phone call from the company I even messeged them on Facebook and twice sent me a reply saying a consultant will get back to me