No communication

Placed order online with M.A.C Cosmetics South Africa. Order was accepted and the money went off my credit card. A few days later I log into my account and see that my order was cancelled with no reason given. After a lengthy facebook discussion in a local beauty FB page I come to the conclusion that Mac simply and arbitrarily cancels customer orders with no warning to customers. What does not make sense is why the item is in stock when you order it but after you pay suddenly it goes out of stock. Lady on phone says it “is not available”. So - why was it available when I ordered online? Their website also states that they will respond to e-mails within 24 hours. But they do NOT! For such an expensive and high end brand such poor service is shocking. If I didn’t log into my account to track my order which for the first few days said “at warehouse” I would not have know about the cancellation. I also was told over the phone that they will refund as soon as they can. What?! Not acceptable!! I am one of many super unhappy customers. I wonder how long it will take to get my money back. Must I now phone them every week until it is done? And I also want to know why my items was not available. I still want it and would pay double if only they would be more willing or enthusiastic to assist!!