Adidas - no voucher, no refund

Sajane

On the 12th of Dec I went onto Adidas website to purchase and voucher for my son. All went through my bank but as you can see by the attached screenshot it failed on the Addidas website. I tried again, and exactly the same happened. I checked my bank and 2 amounts were pending from my bank account. I called Addidas to find out what was happening. Long, long story short after many, many phone calls. We have no vouchers and Addidas still have my money!!
Their customer service is appalling, many times we get promised this will be resolved and no one follows up or more recent they hang up on us. I just need to know how to escalate this now as I'm hitting my head against a brick wall with their customer services 

Aylesbury_Duck

What's the value involved?  Have you tried contacting your bank to see if they can advise?

Sajane

Aylesbury_Duck said:

What's the value involved?  Have you tried contacting your bank to see if they can advise?

2 x £50
My understanding was that as soon as the amount left my bank, the bank cannot recall

Aylesbury_Duck

Has it actually left or is the £100 pending?

custardy

Hit them up on Whatsapp. Always been helpful when Ive contacted them

born_again

So has it actally debited you account, or is it just holding up £100 of your available balance?

That is a very important distinction on any advice given on how to proceed.

Sajane

born_again said:

So has it actally debited you account, or is it just holding up £100 of your available balance?

That is a very important distinction on any advice given on how to proceed.

The £100 has left my account, it did so on the 15th of December 

Sajane

Aylesbury_Duck said:

Has it actually left or is the £100 pending?

Yes

Sajane

custardy said:

Hit them up on Whatsapp. Always been helpful when Ive contacted them

Tried that, now no one responds...

born_again

Sajane said:

born_again said:

So has it actally debited you account, or is it just holding up £100 of your available balance?

That is a very important distinction on any advice given on how to proceed.

The £100 has left my account, it did so on the 15th of December 

So you have 2 x £50 debits on your bank account, but no goods?

If that is the case, call bank start chargeback process for non receipt of goods.

Spank

Sajane said:

Aylesbury_Duck said:

Has it actually left or is the £100 pending?

Yes

Which is it?