Zara Online transaction is not working your way

I made an order last week and I was charged , fast forward to last night after several days I got another debit alert from Zara , spoke to my bank and they said I should contact Zara directly which I did and I spoke to a Rude and unprofessional agent called Idil , I need my account back to normal because I do not get how a whole marchant called can’t control thier pre-authorization process and making people to suffer thier inexperienced transaction process order # ***