Wine Insiders

Just tell me what you think about this sequence regarding Order Number: [protected], Charge: $87.89

December 12, 2015 [After I claimed that my Groupon coupon didn't work]
Dear Arnaldo,
Thank you for contacting Wine Insiders.
I am so sorry we were not able to help you at this time – I have cancelled this with our warehouse and reversed the charges. Please allow 5-7 business days for the refund to post in your account.
If you should have any further questions or concerns, please feel free to contact us by email or by calling [protected].
Best Regards,
Kim
Customer Service

December 16, 2015 [After I noticed that the charge had appeared in my bank account]
Dear Arnaldo,
Thank you for contacting Wine Insiders.
If the funds haven’t been released after the 22nd of December, please let us know. Depending on the bank, it is my understanding it can take up to 7 business days.
If you should have any further questions or concerns, please feel free to contact us by email or by calling [protected].
Best Regards,
Kim
Customer Service

January 7. 2016 [After I asked to apply the charge to the offer of Fireside Reds Case at $87.01]
Dear Arnaldo,
Thank you for your inquiry.
Your charge was cancelled prior to fully processing. You may place a new order if you’d like either by phone or online using the current promo code for this offer and we will create a new transaction on your credit card.
If you should have any further questions or concerns, please feel free to contact us by email or by calling us at [protected].
Best Regards,
Kim
Customer Service

Januaury 14, 2016 [After a month of dealing with the same issue]
Dear Arnaldo,
Thank you for contacting Wine Insiders.
I am so sorry, but this order was cancelled prior to completing in full, therefore the pending charge would have been void. If you’re seeing this on your statement as a charge, please fax a copy to us [protected] Attn: Yolanda and please include your order number on the page for her reference. Your order number is [protected].
If you should have any further questions or concerns, please feel free to contact us by email or by calling [protected].
Best regards,
Kim
Customer Service

I got the reception confirmation of my fax to Yolanda on January 14, at 10:02 am. So, what's going on?