Query for refund from Zando

Over a week ago I placed an order but it said unsuccessful payment even though it deducted from my account. I got into contact with a consultant, his name is Lwando, he took my banking details last week Monday but I am still waiting for my refund. I tried emailing him again last week to ask when I am expect my refund and I have still heard nothing from him. I am very frustrated because I am not getting any communication from anyone. I sent. Underpins emails asking for assistance and I have tried to log another ticket on the Zando website however an automated response come through telling me I have already logged a ticket. This is pathetic service and I do not know what else I should do as I have tried calling and emailing Zando.