Flexi pay on two items but full amount taken with no consent

Firstly I purchased a dress and Hermes left a card stating thrown over my back garden gate. Garden gate does have access to anyone plus on day in question it had been raining plus there was lots of black sacks, wood, garden rubbish and other items that was against the back gate in order for my handyman on that day to dispose of. Was on flexi pay and I requested this I have done in the past on this site and other shopping channels but for some reason whole amount taken.

Secondly purchased a mattress again on flexi pay requested this but for some reason took the £300 out of my account with my consent again.

Due to this with the matress has been delivered but we are so angry over this matter Im sending it back without even opening the package.

Iv sent an email complaint to customer service but my complaint been totally ignored. I have also incurred bank charges and wondered why and it only came to my attention when I went into my ideal world account and saw they again had taken the full amount from my bank. This is a ploy for them to gain interest on the money before refunding which from all the complaints iv seen on the intranet and from experience takes longer than it should to refund.

Im also thinking of logging my conern with my bank as fraud as no way did I give authority to take the whole monies from my account on both the items plus taking it further to the governing body for TV and Consumers.

Memory Foam Mattress and a dress (dont remember the name but its one of the presenters range - Irish lady)

Customer service appauling and deliberately take so long to even grasp your