Complete chaos, 2 orders placed and money taken

After weeks of trying to get my woolies dash profile sorted out and my MyDifference card connected, I placed an order on Sunday I paid it and it went off my account it then disappeared from the app, I called the call center who told me the order did not go through and the funds would be returned to me within 24-48 hours and I need to place the order again, which I did I could see the order for a while then it disappeared again. I then got an sms a little while later saying my order is late. i then received both orders but addressed to someone else called Bianca Oppelt with a different cellphone number. I had nowhere to put the second order and I called the call center who could see the orders and also that it was addressed to someone else. They now cannot even locate the orders now. I need my money returned and I also need my profile corrected from this bianca oppelt person.