Purchase Nightmare 3/14/25

I purchased a Dyson hair dryer in Jan 2019, other than some mechanical issues early on, I have been very happy with it. I decided to purchase an Air Wrap ID. I called this morning. The CS rep kept putting me on hold. Finally, we go to the end, she sent me an invoice, I paid and received immediate confirmation from Dyson that “Payment successful!” with a Ref number. The rep immediately then said, “your order was cancelled”. She claimed I canceled it. I assured her I did not and told her I had confirmation. She kept telling me it was canceled and that I needed a new card. I signed on and confirmed with my bank that the payment was pending. The rep kept putting me on hold and returning later. I sent her the screen shot; she opened a case. At one point she told me there would be a pending authorization for 3 days. Again, she kept putting me on hold. I began to complain at the 35 min mark. I asked for a manager. She just kept putting me on hold and returning to put me on hold again. At the 45 min mark, she just kept looping me. I hung up and called back. The next CS rep told me that the problem was my bank. I assured her and explained the screen shot and the pending authorization with my card. It did not matter. At one point she told me, it would take 10-14 days for Dyson to give me a refund. I asked her if my card was the issue and she wanted another form of payment, then how could Dyson take 10-14 days to refund my money? I explained AGAIN that all I wanted to do was purchase product. In total I was on the phone an hour and 10 mins & was never able to order. I called my bank; they had approved the purchase. There was nothing wrong with my card. My guess is the original rep canceled the order by mistake. There is no excuse for the lack of Customer Service support that I received. If I had not called to place an order, I would have thought I was involved in a scam.