Bad service. Having to pay for an order I cancelled! I

My account was paid up, then I ordered clothes online in November. When the items arrived at the store, I received a call to come collect them, I told the agent to cancel my order, return the items to stock and refund my account. She said she would do so. I received 5 more calls to come collect my clothes, and I told them all the same thing. I then received a statement showing that my account is maxed out and I need to pay R440 in December. I sent an email to *** asking them why I need to pay, I received a response from Marciano with a number, telling me to call the online department. I rep**** and asked him why I should call the department when I've emailed for assistance, he didn't respond. I received an sms today that I need to pay. My question is what am I paying for when I never collected my order and I asked 6 different people to cancel and reimburse my account? Also, I thought the point on online shopping and emailing was the convenience of not having to pick up the phone and hold forever to get assistance. I even received an email on the 10th December to rate my experience at Cresta, I wasn't even there, what experience am I rating?? I'm really disappointed!!