Unprofessional and poor customer service.......

I am so disappointed in the online customer service of TFG I have purchased 2 pairs of sneakers online as it showed available and both orders was cancelled due to damage items , however the sneaker still showed available to purchase online . I received an email advising I will receive my money within 1-7 working days . I called the call centre online department and spoke to Fatima Salie who advise she will find out the process and get back to me, she send me an email advising she is still waiting on a response she will however be in contact Monday which was today and I have still not receive any feedback.....I called the online department again spoke to the supervisor on duty kouthar Sait who send me a mail after advising that the reservation letter was released on their end to the bank and the bank need to release the money ......I called my bank and they advised they have not receive the reservation letter that is why they cant release the money ......what kind of bull**** customer service is this...I would like to be compensated for my time and effort and all the calls I had to make to TFG and this has still not been resolved.