Customer Service lacks

I have tried to buy a set of earphones on the app.. But when it came to the payment part.. It took the amount off my account but never paid for the product.. So i have requested for a reversal of my funds.. They promised it would be reversed within 2-5 business days.. Its been 6 business days.. When i made a query.. They asked me to start the whole process again of sending my bank details ect. But the money was already supposed to be in my account When I try tophone customer service the line goes dead when in fact I would just like to know what is going on.. It is unfair that I have to wait for them when they are the ones in the wrong