Terrible online service

I made an order online on the 24th of December. on the 30th of December I called to find out the status of my order as online it was said to be processing. The lady I spoke to was very rude and repeatedly had to ask her to stop speaking so I could ask what I wanted to ask.

She informed me my order was cancelled as they were out of stock. I asked her why I was not informed as their website said it was still being processed.

I then requested that they send me an email stating that they had cancelled my order, she said the team would do so shortly. I asked when I would be refunded she said that the refund will be issued shortly.

today I went on their site to trace my order and it still says processing. How can it be processing if it was cancelled as I was told on the 30th. I called and no one could state clearly the status of my order or my refund.

I requested to speak to a supervisor, none was available.

Order number P***