Terrible online service

I requested a cancellation for an order on the 28th of October but instead of getting a refund I was billed twice for the same order and no one has been able to help me get my refund. At this point, I have spent money on airtime trying to get my refund than on the actual purchase. This is ridiculous service. I spoke to two service desk consultants who assured me the double deductions would be rectified and I would get my money back but nothing has been done. This was on Friday the 13 of November and before that, I called on Monday the 9th of November and I still wasn't assisted. Now, all of a sudden the order has been collected.