Refund

I have had multiple instances where I have ordered online with spar but have had the one or so items be out of stock and then have had someone call me to ask about a substitute

I ordered from spar Olivedale And the tissue I ordered was out of stock but no one called to say it’s out of stock can they replace it with something else

Now often when the substitute is not available spar will say that they won’t debit the amount it costs but will minus the value of said out of stock amount.

Tell me why my bank still reflects as the full amount was taken with no substitute accounted for?

I want my refund of R104!!!