Where is my refund!

16 March I placed an order and actioned a credit card payment which was confirmed as approved. The day before lockdown I phoned Zando to query my order. I was advised that as the stock is coming from overseas and the order will only be delivered after lockdown.

2 weeks later I was in my Zando profile and noticed my order was cancelled due to non-payment? I checked my statements and the money was deducted when I placed the order. I sent a detailed email to Zando explaining all this and was rep**** to with a generic response about, I did not pay in time or used the wrong order number or did not have sufficient funds. I clearly stated in my email that the money was deducted and confirmed by my bank which they chose to not even bother reading or responding to. I rep**** with this information again.

Another day passed and I had to share my bank statements as proof of payment so they could action the refund, I did this.

Another day passed and I am told my order is not cancelled as it states on my profile, but there is a "duplicate order". I have zero visibility on this so-called “duplicate order” that I am being told will be delivered after lockdown. I have requested proof of this order and only got a message reply saying consider the message as proof.

I cannot accept this feedback and told Zando this. On my Zando profile, the order is cancelled due to non-payment (so I want my money back) and I see no duplicate orders on the order history. Even though I can prove payment was taken I am being refused my refund. In addition to this the items I ordered states: PRODUCTS NO LONGER AVAILABLE. When I search the Javing shoes brand the entire range is actually gone. Taking this into account I do not believe there is any order coming. The range looks like its deranged and Zando is holding on to my money.

What is even worse another agent replies to me today saying I will get a credit. Yet another agent states there is a duplicate order arriving after lockdown but cannot prove the orders existence. My request for escalation and assistance on social media is still unanswered.

We are currently in very uncertain times and we have Zando holding back my money based on a “duplicate” order no one can prove. Based on what I can see and prove I have asked several times for my money to be refunded and I am not being assisted.