Order failed but money was deducted

Dear sir/madam,Good morning. I'm writing to you to seek help for my predicament. Here's what happened: I was ordering a washing machine on Mediamarkt's website, and when finalizing the order, an error occurred - the order failed, but the payment went through. As a result, I did not get a washing machine, but money was deducted from my bank account. I tried to communicate with Mediamarkt, by reaching out to their helpline, writing emails, and even going to one of their retail store's client service department, to get back the money. They claimed to have sent the refund, but nothing showed up in my bank account. I checked with the bank many times, they don't see it either. I asked Mediamarkt's service department to provide more information about the refund so I can better check with the bank, or at least prove the refund was real. The feedback I got from them was a partial screenshot that can't justify anything.It has been more than one month since the incident, and I'm still asking them through email, which is the main communication method, but it looks like the case stalled on their end.Could you help me? I feel exhausted.

Beste klant,Bedankt voor je mail.Dit is een automatisch bericht dat bevestigt dat je mail goed werd ontvangen.Je vraag werd geregistreerd onder het referentienummer 230623-012506.We proberen je zo snel mogelijk een gepast antwoord te geven op je vraag.Hou wel rekening met een iets langere wachttijd op dit moment.Heeft je vraag betrekking tot het Covid-19 virus?Bekijk je even onze ´Veelgestelde vragen ´? Misschien vind je hier al een antwoord:s:www.mediamarkt.be/nl/?layer=faqcovid19Wij danken u alvast voor uw vertrouwen.Met vriendelijke groeten,Media Markt Belgie[---002:000499:50665---]

Dear Sir LI,We have asked our colleagues to provide us with more information.We will keep you informed as soon as we know more.Please allow a fex working days for your request to be processed.We apologise for the delay.Met vriendelijke groeten,NathalieMediaMarkt BelgieContacteer ons via: s:www.mediamarkt.be/nl/shop/contact.[---002:010287:21814---]

Dear customer,The refund was activated on 25/05/2023 and will be visible on your Visa card statement following the activation of this refund.The refund is always made to the account that was used to pay for the order.In your case, you paid for the order with your Visa, so the refund was made to this account.Please do not hesitate to contact us if you have any further questions.Kind regardsNathalieMediaMarkt BelgieContacteer ons via: s:www.mediamarkt.be/nl/shop/contact.Dear Sir LI,We have asked our colleagues to provide us with more information.We will keep you informed as soon as we know more.Please allow a fex working days for your request to be processed.We apologise for the delay.Met vriendelijke groeten,NathalieMediaMarkt BelgieContacteer ons via: s:www.mediamarkt.be/nl/shop/contact.[---002:000706:07126---]

Dear sir / madam,Thank you for your reply. Like the point I made in the uploaded log of previous communication, the refund never arrived. And that’s the reason why I asked for a formal proof of transaction, also emphasized in our previous emails, so I could make further investigation. Unfortunately I have to take the issue to this platform due to no further reply from your company’s side, as a matter of fact, previously your client service ghosted me.I’d really appreciate it if you can give me the proof of transaction with my bank details, at least just to proof your company’s innocence in this case.Kind regardsLi

Beste klant,Bedankt voor je mail.Dit is een automatisch bericht dat bevestigt dat je mail goed werd ontvangen.Je vraag werd geregistreerd onder het referentienummer 230628-013949.We proberen je zo snel mogelijk een gepast antwoord te geven op je vraag.Hou wel rekening met een iets langere wachttijd op dit moment.Heeft je vraag betrekking tot het Covid-19 virus?Bekijk je even onze ´Veelgestelde vragen ´? Misschien vind je hier al een antwoord:s:www.mediamarkt.be/nl/?layer=faqcovid19Wij danken u alvast voor uw vertrouwen.Met vriendelijke groeten,Media Markt Belgie[---002:000499:50682---]