rude manager and agents

I ordered online on pick an pay online website and I was asked to pay twice for the same order i paid knowing or trusting that they will refund me the amount as I also used a smart shopper in my purchase to my surprise when they called they advised that the reference number I was given is not valid I must advise on the query again, i called them again them spoke to the agent and asked to speak to the manager her name was Zayaan she refused to provide me with her last name and never apologies until I asked her about it where she ended up dropping the line