XBOX SERVICE NO GOOD

My fiance pre ordered a game for his Xbox series and we received an email on the 05/09/2023 to say that payment would be occurring soon, 5 minutes later R1789.00 was deducted from his bank account. 2 days later we receive another email to say that there was an error with the payment and we should change the payment option. Twice thereafter they tried twice with a debit order for the same amount. A person cannot get hold of them telephonically because your calls get cut and their website is absolutely terrible with no assistance whatsoever. Now we have received another email today to say that the order was cancelled by them on their side but no mention of the R1789.00 being returned to his account!!! This is absolutely terrible service and we need answers!!!