Homechoice - BAD Service!!

Homechoice - Customer: ********** 86 On the 7th February 2018, I went onto the Homechoice web site and after registering, I selected a set of couch covers. At the time I paid for the order, after I had paid, the Homechoice website defaulted back to the page prior to the payment page and would not proceed further unless I paid. After I checked my bank statement and saw that the funds had gone off my account I did not do so - 07 Feb 2018 - HOMECHOICE WYNBERG ZA - -3,486.91 . I did not receive an order number confirmation email from Homechoice, thought it was odd, but as the funds had been transferred from my account, left it at that. (FNB credit card paid the funds to an account linked to the Homechoice site that I have no access details of; the banking account details on the Homechoice site, are hidden from the customer.) 16 February 2018 @ 10:02. After entering my ID number, I spoke to an employee, who after checking her system told me that “Delivery takes 14 days”, and abruptly rung off. She did not tell me that there was no order on their system. On the 23 February 2018 @ 12:07, I again called and this time spoke to Zeenat who told me that I have no outstanding delivery. I protested and she informed me that she would escalate my query to her line manager, Theodore Pea**** - Team Leader Customer Services. Theodore called me back @ 12:40 and asked me to forward my order details and proof of payment which I did. (I cannot print a POP from my FNB Credit Card account, the facility does not exist) so I copied and pasted the line item details from my card statement and with a copy of my order which I downloaded from the Homechoice site, and sent all the information to Theodore. In my email to Theodore on Friday 23 February 2018, I attached a copy of my order from the Homechoice site, as well as the payment details as they appear on my FNB card statement, with a question asking: 1) You have the funds and will deliver the order. When? 2) Your system does not reflect any funds from me to your account; Using your email to support my claim, I will then ask FNB Card division to refund me. Despite 2 emails to Theodore asking for feedback, 9 days later I have received nothing from him - no phone call, no email, NOTHING! (Customer Feedback Training Course potential) Why not? It CANNOT take 9 days to ask Finance to check their bank statement to confirm receipt of payment! I am extremely disappointed at the service levels received and expect Homechoice to refund me in full so that I can go ahead and purchase couch covers from a local supplier. Homechoice, notify me if you are:- 1) Going to refund my money 2) Send me an email confirming you have not any received funds so that I can use your email to request FNB to refund my account. AND while you are at it, get your IT Department to fix your website to prevent payment problems for future customers.