Why has my money been taken when I have received nothing?

Maybe it's not the money being taken but it's been put on hold. I ordered with Tesco Entertainment and they put the money on hold in my bank. I then found a better offer at asda and have ordered with them instead, tried to cancel the order with Tesco and
nothings has happened since Friday. I've rang them this morning and nothing. Asda have taken the money though, put it on hold and have taken it this morning. I've heard nothing but bad things about Game recently so i probably wouldn't order with them if i
was you lol.

NEVERMIND- I finally connected with someone and they refunded me.

Though- I tried to speak with a ambassador and he or she was VERY rude...

Hey RMS,

I'm sorry to hear you were having an issue with your purchase and the ambassador you spoke with was unhelpful.

I'm really glad you were able to get in touch with Phone Support and get things sorted out.

I understand this however the racial remark was received by me well over a month ago and still nothing has been done. I even reported it twice in case I made a mistake by still no action was taken. And there is a way to tell if action has been taken as
the message sent by the person will have automatically been deleted by Xbox and I would've received a message from Xbox alerting me they have taken action

When i go to support it only gives me the option to post on forums. Have checked both subscriptions and billing and there is nothing on it for why the money is being taken