Not happy with recent service

I ordered 5kg of Maca powder which showed was in stock online, I have ordered from them before and I always receive it the next morning. So the next day came and no delivery, I checked my order and it was being processed. I waited for the next day still no delivery. Tried to call but the number just cuts off. After numerous emails I was told the product was out of stock and I will have to wait. This was an urgent order so I asked the agent if perhaps she can send the 500g maca to the value to make up 5kg total. I was then told that she needs to cancel the order and I have to reorder and make payment. They have my funds so why not just credit to my account in order to reuse the funds. I was also told they can only do the refund to my bank account on Monday and then the funds will take 3 days to reflect in my bank account. So something which could just be sorted out within a day will take over a week? I placed the order with then as it was urgent and their service has been fantastic previously, what happened?

This is still ongoing. So if anyone from FTN can perhaps help sort this out in an easier manner that will be fantastic. The order number is ***