Game no communication regarding refund

I bought a washing machine online from Game on the 23rd of December. The purchase went through from my bank but the online order said order failed. I called to notify them about this as well as send immediate feedback on their online page. An email was sent to me to fill in my banking details and the finance department will verify if they've received payment from that account. Was told I'd receive feedback within TWO WORKING Days. After two working days, I will still no feedback. When I call the agents say they don't have an email address nor telephone number of the finance department only the websupport email address. So basically I cannot be assisted further. As a consumer it feels as if my rights are violated and their lack of communication and disregard for their customers makes them look like ******s. There is no communication as to why the delay in response. I'm expected to further utilize my resources trying to get some sort of communication from them.