Terrible customer service

Hi, I canceled my order with Superbalist.com last week and was assured that my money would be refunded to my bank account. However, when I followed up on my refund, I was informed by an agent that they attempted to refund the money four days ago, but the transaction was declined, and I wasn't notified. I was then asked to email my account details, which I did twice. Despite this, when I called to confirm if they received my banking details, the agent I originally sent them to said he hadn't received them, although he acknowledged receiving another email I sent to a different agent. When I requested to speak to the second agent, I was informed that she would call me back within 5 minutes, but I never received a call. Upon calling back, another representative informed me that the second agent was not at work but assured me that my account details would be forwarded to their finance team. It seems the first agent was aware of my account details but did not take any action. I am extremely disappointed with their service.