Failure to deal with order

On the 2nd September 2018 I ordered via the Internet 200 euros for a holiday commencing on the 14 th September 2018. By the 11th September I had not received the euros, neither did my ICE account show a transaction notwithstanding that my bank account was debited on the 2nd September. On the 11th I rang ICE to enquire as to the status of my transaction. After a long delay I was told that my bank account had been credited with my initial payment. I pressed for a reason as to why my request for euros had not been dealt with and also why, if there has been a problem, was I not contacted. Eventually I was advised that there had been an error and no further explanation. I pressed to speak to a more senior member of the staff but was told that that was not possible but that my money would be refunded, which it was. I then had to take the less convenient course of purchasing my euros elsewhere. As a user of ICE for a number of years I consider that their service standards are well below those of any company but particularly of a financial services company. NOT IMPRESSED.