Poor customer service and poor online services

I placed an order on the Leroy Merlin website on the 19 November 2022. I paid and the money was deducted from my account. The payment kept failing on their website and I did not receive an order number. When checking the status of my order it says “cancelled”. My money is gone but the order was not confirmed. I reported this via their WhatsApp. The agent said they have not received they money and would revert to me on Monday. I am yet to receive a call from them. I also tried calling them today and spoke to Nosipho who said she is still checking my order and would get back to me. It is now over an hour and I’m still waiting for her call. I’m really frustrated and it doesn’t seem anyone is willing to resolve this.