Soma Intimates – Online purchase on Feb 5th 2025

I ordered £199.48 of goods from Soma on Feb 5th.
But I never got a confirmation or delivery date (it was supposed to go express to an address in Canada).
The items never arrived in Canada.
I contacted Borderfree who said that I should raise this with Soma as they operate on their behalf and the order was processed by Soma.
Since then I have written tens of email and provided proofs to customer service and am just going around in circles and getting nowhere.

The attachments sent showed: 1. £199.48 taken from my credit card via Borderfree.
2. a confirmation from Borderfree, headed '4101London GBR', it shows the last 4 digits of my credit card and then a reference number : MT250370078000010073131. Processed 6th Feb 2025 at 00:00

Soma are saying that they have an order number related to this transaction $30 which they have refunded. This is obviously another mistake, but they refuse to move on from that and say they can't open my proofs.