Cancellations

Pleaseee Someone help me, I am tied of calling 3 times now and being told everything is OK only to be charged £500..Placed an order on 3rd Jan 2022. Wrong Delivery address somehow was entered. Was advised to cancel order (done by Ring adviser at time of call) and re order with required delivery address after 24 hours. New order placed on 4th Jan 2022. With correct delivery address. But day after I was billed for both orders totalling £500.Phoned again spending over 1 hour & 20 minutes on the phone to an adviser. After which I was assured the first order has defiantly been candled and to await the refund.Today 7th Jan, still no refund but worse still I received a text message giving me a delivery date for the first order... and still no refund. I feel tomorrow the 8th I will probably receive yet another text with a delivery date for the second order. What's my next steps?? Clearly speaking on the phone to customer services does not work, is there an ombudsmen or legal or head of office I can contact directly? Nick