No credit on account card and canceled order that has been paid for

Wow terrible service at MRP i am utterly disappointed. Firstly i have am account with them, my full balance is available but when i wanted to purchase online it reflects i have no credit available. Called and emailed them numerous times they said it would be sorted amd until today nothing has been done yet. I made peace with that and decided cash is king! Lo and behold... Add items to cart, check out, money debited from account but online order canceled, no order number nothing. I have tried emailing them, calls bu they have not assisted me.