Jean Coutu Pharmacy complaint: Order online, never delivered, they took my money anyway

I order online, for the first time in my life, some article from Jean Coutu. The order was placed on December 18, 2022. They send me the next day a message ( ”Nous vous remercions de votre achat!Votre commande C0235924 -Livraison-Standard par Postes Canada” )
On December 19, another message : ”Votre commande vient d’être expédiée! Votre commande devrait arriver dans 4 à 7 jours ouvrables.”
On December 20, I hav a notification from Intelcom , the delivery company : ”We’ve received your package! Thanks! To stop receiving s, click here.
This is an automated email, please do not reply.”
I never received my package, and I called Custumer service online Jean Coutu to make a complaint : On december 30 they said, something wrong with your delivery, we will cancell your order and gave you the money back. Nothing happenned.
I called back on January, 3 and I talked with another person, a lady : she said, no problem, I see you canceled this order, you will have your money back.
Ok, nothing happened, my credit card send me the bill, I need to pay for a fraud from Jean Coutu.
I called back, today , another person, David, is his name, he told me, I see in the system, the order is canceled, but I can’t returned your money, I don’t have this autorisation.
Somebody else will call you back to clarify everything.
This is a JOKE ! ??
Nobody call me back and I need to fill a official complaint to my credit card and to Office of Customer Quebec, to have am explanation about this offence .
So frustrated and disapointed !
I will never order something else from this ”Jean Coutu ”, and I will tell evryone to be careful and not to make the same mistake