I have purchased a thermal hairbrush on the 7th of November 2025, to date I have not received the item and when I emailed them naledi

I have purchased a thermal hairbrush on the 7th of November 2025, to date I have not received the item and when I emailed them naledi.mokoena and she keeps emailing back saying the product has arrived and will be dispatched soon, then told me i could get a full refund which I requested and now they deducted another amount and I have opened a ***** investigation at the bank to try and get.my money back but the weird thing is my first purchase was made using a virtual card which generates a cvv every hour that it was the safest way to purchase but the second amount still went off the virtual card without the cvv even been entered.