Bottles app not refunding their own error

Order placed on 18th and later advised no stock after my credit card debited .Was offered an alternative which I accepted and card debited again but then received a call that no stock of my alternative. Card debited R959.88 and credit received R479.88 so short paid by R480.00. Their website states 3-7 days for refund but when inquiring re short payment advised my ticket closed and resolved which it is not. Telephone line has been disconnected and support is useless. My ticket number 84042 is still not resolved. Useless company so don't even give it a try