eBucks shop

Made a purchase on the ebucks store on the day before Black Friday. Instead of a purchase confirmation screen I got a technical error message but the ebucks was deducted from my account. A consultant told me my order was not placed. I told them that the ebucks was deducted from my account so the order was placed as far as I’m concerned and that I do not want a refund. I received a refund earlier this week and despite numerous calls, emails and a complaint on FNB website, I have received no assistance in terms of why the refund was processed instead of my order. The item is no longer available for purchase. Very poor service