Tfg order that was charged without receiving them??? The worst service ever

I have ordered items on tfg online on the 20 th December 2020 and on the 24 got an sms that my parcel was delivered to the store but never got the otp number to fetch it, days passed without getting otp and I called tfg on line department and was told to take my id to the store my parcel is at the store and I went to the store and was told they never received it. I have been sent from pillar to post with my order and even was given pargo number to ask them where is my parcel, none of the two parties have answers for me. What ****ed me off is that the order is already charged to my account, how is that possible that I am supposed to pay for the it,