Kalyan jewellers - Order cancellation

Dear Team, 
I would like to highlight a pathetic customer service from your Service Support.
I have placed an order from candere Kalyan , but i opted the wrong payment option , at the same time i spoke to your customer service agent , she said that order would be cancelled within ** hours and refund will be initiated.
It's been ** hours but the order still on active status, today again i called up to your executive and he said that i will inform to order teams and ** % cancellation fees would be charged  and i was surprice to know that as when i spoke to agent on **th oct she didnt inform me about the cancelletion.
Its ok if Cancellation fees is applicable but question is why order is not cancelled yet, also they don't have customer service skill and how to handle the users.
I need order to  be cancelled and need refund , i was planned to cancel the order and will place the order with full amount paid but seeing such poor service , i avoid to place an order again.
Expecting revert from team asap.
Regards, Pardeep Kumar **********