Terrible service from agents and online feedback

I wanted to buy a pair of running shoes online, but when I received my order confirmation, I received two different order numbers. I don't know where the duplication came in, but I immediately logged in and cancelled one of the orders. The other order number showed "AWAITING PAYMENT", but payment had already been deducted from my bank account. A day later, the remaining order was cancelled by TFG because, according to them, I didn't pay. I have now called the call centre 4 times and spoken to 4 different agents, all who gave me different feedback. Still I am R1800 out of pocket with no refund in sight. Order numbers were p*** and p***. I saved for months to be able to buy these shoes during Black Friday, now I have no shoes, the money hasn't been refunded and nobody is providing any form of service.