Issue of voucher with no notice

I specifically had to go online to order an item as it wasn't available in two branches that I visited. The order is now showing as on hold and I had to attempt to contact the call center twice. The first time I held for 15 minutes and hung up. Second time I held for 20 minutes and eventually got through to somebody. She tells me that it shows On Hold because the item is out of stock so I'll be issued with a voucher. 1. Do you not think that if somebody has ordered and paid for something you have a moral obligation to inform the person if you will be unable to honour the purchase agreement? 2. Do you also not think that maybe the person should be given a choice as to how they want their money returned to them and not just have you issue a random voucher? 3. If I elect to be refunded the money why on earth should I send you a bank statement? To what purpose? So that your *********** staff can de***** my bank account?