TFG strikes again

I bought shoes on TFG online from Sportscene. Online shopping is easy and convenient right? That's far from the truth with TFG. I got a wrong size because what I tried instore and what's online was different. So I returned the shoes. I asked if I can get the correct size sent back they said no I have to order again and get a refund for the incorrect ones. I placed another order and asked for my refund instore only to be told I have to send an email to get my refund. It surely was easy to buy the shoes how the heck is the process to get my money back not as easy? I emailed the required information only to be told they want a recent statement showing the money left my account. How in the world did I get the shoes if the money didn't leave my account. Needless to say it's been 2 weeks now of this back and forth. Still no money. This is my second run in with TFG first time was a hassle getting a credit limit increased after again NUMEROUS emails.