Philip Morris complaint: customer service

Greetings,

I would like to raise a complain Against IQOS Egypt !

My experience with the customer service and Online Purchasing is the worst , this issue started with me making an order online in August 2021 , with order number 02038295 IQOS device with Grey color , I paid using my debit card , after the amount was withdrawn from the bank account there had been a lag in the system and my order got cancelled with no refund for a week ! I tried reaching out to the customer service with recorded calls and talked to several supervisors in Egypt ( Martina Omar) , still the issue wasn’t resolved , they Made another order from their side 03894497 with different color than the one I want , I received the blue color sealed paid in cash and asked to exchange it with grey one , received the grey UNSEALED today , I returned to the customer service supervisors replied they wont do anything about it in a very rude way !!

I require direct action from Philip Morris itself to solve this