Money taken but no order received or account credited

I ordered twice on the same day the exact same things. Both were paid for in separate payments. I received the one order but not the other. The money that I paid is also not showing in my Onedealaday account. For the past 17 days I have been sending them emails and trying to phone them. The number they give always has a full mail box. I have received two replies telling me that they will sort my issue out in 48 hours and asking about the order that was already delivered. I clearly write on all my correspondence the number of the order that there is a problem with. I can only assume that the people that get the mail can't actually read and are only taught how to click on a already populated response to which they only have to add a order number. This is terrible service.