Money processed via my account, but no subscriptions at all

On 31 January 2018 I made a purchases for MySubs magazines, but to date I have not received any electronic magazines. MySubs prefer that payment is via PayU, but I received an error message when I paid for the subscriptions. I then subscribed again and paid with my credit card and again received an error message. I have contacted MySubs since than via email and telephonic, but the bug is passed from one person to the other. Eventhough I got an error message, MySubs completed the transaction on PayU as well as my credit card!!! I have thus paid twice for the magazines I want to subscribe to, but have no subscription. If they had a problem on their website, the only method to prescribe to the magazines, why did they then completed the payments via PayU and my credit card. As I do not get any refund or credit on my account, and email and telephonic correspondence give no joy, I hope that they will now react.