Failed Payment

I tried buying some items from Zando last week and the billing system seems to have failed. I tried paying three times and each time it said payment did not go through. I subsequently emailed Zando to ask how to sort this out. After 4 days, I eventually got a reply to say payment had not been made (no revelation). However, when I checked my eBucks account, I see that three part payments have come off my account. Because of their slow reply, the items I wanted are no longer available and more frustrating is that they have still not reversed the three charges.