Unprofessional and terrible customer service - TFG (Totalsports)

I bought two items (a kit bag and soccer ball) on the Totalsports website; which is part of the TFG Group. I made the purchase on the 22/11/2018. I later received an sms to say that my order had been changed and to contact the call center, which I did. They told me that they could not supply the bag as they had oversold this item - which is unprofessional on their part. I then received another message later on in the day and only to find out they had cancelled the ball as well as this to had been oversold! I asked about my refund and they said 5 to 7 working days, which in itself is ridiculous as I didn't even get the items in the first place! It is now the 13th of December and I still don't have my money. The call center staff are not helpful at all - I am basically told well sorry you just have to wait. Twice now I have been told that it has been escalated and they will phone me back... I am still waiting for the call. But in the meantime I am out of pocket. Absolutely shocking and useless service, will definitely not be buying online from any of the Companies in this group