Disappointed and disgusted

I made 2 payments to Netflorist, then received an email requesting pictures of my ID and back of my debit card. This is a strange request that I’ve never received before. I contacted my bank to confirm if I could do this and contacted the Netflorist contact centre to confirm the email as authentic. I then wrote back and sent the pictures and was asked to do a chargeback with my bank. Firstly, nobody knows what this is, secondly, I’ve confirmed with my bank that the 2 payments did get paid to Netflorist. I will NOT pay my bank reversal fees for an issue that is not my fault. I demand a refund from Netflorist to be processed on my account immediately. I will never do business with this company again!