Poor service levels and dishonest

Paid for order. After a week I heard nothing. Mailed them and received no response. Called them and told me my order has not been processed yet. Advised them to cancel it and refund me. They said put it in writing, which I did. They then sent me a mail asking for my banking details that I would be a charged a 15% handling fee for an order that was not processed or dispatched. This is unjustified enrichment and ********. I'm just waiting to hear back from them..