Poor service from the store and head office

I spoke to 3 agents on their call centre and none of them are able to assist me. The last one even put the call to their survey thing. I told them to cancel my order and refund my money to my bank account but instead they telling me their wallet which is just holding 1 ransom , I paid the money from my bank account and it should be refunded to my bank account as well were it must reflect immediately as I want to use it . Their call centre has no professionalism as well as their management . It's 3 hours now waiting