BAD CUSTOMER SERVICE

Made a purchase on their app last week and it was unsuccessful although the money was deducted from my account , I phoned their customer care centre and they told me to send an email with details of the purchase and I was told to wait 48 hours for my query to be resolved. After 2 day I phone them again , they claim they didn’t receive my email and then I am given another email which is a personal email address to send the information again and I’m told to wait another 48 hours, after 2 days I phone in and I’m told to send another email again , how many emails must I send to get my money back??? The service is so BAD that if I don’t phone they never send me feedback regarding my case.