DISGRACEFUL SERVICE FROM GAME AND ITS STAFF

I bought 2 items online on Saturday the 28th December 2024 at 20h00, I then cancelled with one of their chat agent on the 29th, of which he even phoned me to confirm my banking details for the refund.

Then on the 30 December 2024 (2 days later ) I received an email informing me that my order has been collected by their courier for delivery. Immediately responded to the email telling them that I'm waiting for my items full refund including delivery fees since I cancelled the order before it was processed nor despatched. Then no one responded. Then I send another email on the 2nd January also to inform them that I'm waiting for my refund not any items to be delivered. There was no response.

I got a shocking call from game support agent on the 3rd telling she's calling to confirm delivery for my items, when I told her I have cancelled this order 6 days ago, she tells me I must wait for the courier to deliver the items then return them and as soon as they receive them they will refund me excluding delivery fee. WHY SHOULD I WAIT FOR THE ITEMS THAT I HAVE CANCELLED BEFORE THEY WERE PROCESSED NOR SEND OUR FOR DELIVERY TO BE DELIVERED THEN SEND THEM BACK FOR A REFUND ??? WHY CAN'T GAME PHONE THEIR COURIER TO STOP DELIVERY SINCE THEY HAVE MESSED UP BY DISPATCHING ORDERS THAT HAVE BEEN CANCELLED. WHY SHOULD I BE PENELISED FOR THIER DISGRACEFUL SERVICE AND INCOMPETENCE? WHY SHOULD I NOT BE REFUNDED MY DELIVERY FEE SINCE I CANCELLED BEFORE DELIVERY? WHY SHOULD I BE INCONVENIENCED TO WAIT FOR FOR WEEK TO BE REFUNDED? THIS IS NONSENSE SERVICE FROM GAME AND ITS STAFF.