Worst call centre customer service.

Hello, I shopped online and bought a sneaker, i paid then afterwards i got a message that my order is cancelled. The website bugged out, but i paid. I called customer care and they did not even try to help me. They just said i must order again, but where is the money? How long will the refund take, by the time i get a refund there won't be a size. I am upset. I want thatsneaker it's not my fault the website did not work well. I am so dissapointed.