Wowcher complaint: Refund issue

I purchased an item for a present paid with my nationwide account. Only to be told from the merchant that the item had been `lost’. I spoke to the customer support team through WhatsApp as they’re phone lines aren’t active they offered me an additional £2.50 in credit ed that the item could be purchased again. So I purchased the item for a 2nd time again I was told it had been `lost’. I therefore gave up on buying it asked for a full refund from Wowcher. They told me as I paid through Wowcher credit I couldn’t be refunded that the credit was in my Wowcher wallet. However I did pay from my nationwide account as shown in a bank statement I sent them (I’ve purchased no other items from them before which proved it was only for this recent item I was trying to purchase). I’ve emailed their customer support on Monday 10th May 2021 to follow this up as the multiple people I spoke to through their WhatsApp chat weren’t helpful in any way. I’m still awaiting a response for my money to be fully refunded.

This item was supposed to be given as a present at the start of April! It’s an absolute scam Wowcher are trying to con me out of having a refund. They can’t provide me with the item I wanted to purchase, which is therefore stealing! I have all WhatsApp emails sent to their so called customer service team as evidence.