PNP Online Shopping Refund

I made use of the online shopping on two occasions and both they did not have the items in my basket and I was given 10 to add others items. On both the occasions they couldn’t add items into my basket. It’s been almost 3 months and various email communication without any joy as to when they will refund the money.

What I don’t understand is, why can’t they debit your card once they can confirm the items purchased are available and then you check out and pay only for the items in the basket, why debit my account and then inform me that they will process the payment, but no, they are quick in debiting my card but take months for the 2 refunds to be done.

I have been in contact with PNP since December 2021 and each email I receive, they asked for my ID and banking details, which I gladly supp**** and from there It feels like I am being completely ignored.