Next customer service - does this sound right?

[Hydref]

A refund saga:

Ordered an item for specific event, due to be delivered in 1-2 days.

Get email "sorry order is delayed, should be another 1-2 days".

Event passes, it's been a week, so phone and cancel order.

Customer service rep says she can't cancel yet until warehouse updates, she will do it in a couple of hours and call me back.

Later that day no phonecall so call back, another rep says all been cancelled and refund issued.

Couple of days later get another email saying sorry order is delayed. Haven't had the refund, so call back.

Next rep says HASN'T been cancelled, apologises, says refund now issued.

Flurry of emails confirming refund.

Couple of days later get 2 refunds from next for the same amount.

Contact them again to say they have now refunded me twice. After some back and forth they have said my account has been charged with the duplicate amount and they will contact me today to process the payment over the phone.

Here's my problem:

1. I cant see any charge on my account
2. Is it not a bit odd that they didn't just call me there and then and are instead phoning me in a Saturday?
3. Why are they calling me for this and not just reversing the refund? I thought that's how it worked?

This last bit just sounds really dodgy to me and I'm not sure I'm happy giving my card details over the phone to some random today. How will I even know they're from Next?

What would you do here?

Next need to sort out their deliveries and account services. We have had more than one issue this year with them, got solved in the end, but they appear to make mountain out of molehills.
They rang me on weekends too. And told me one thing and did another.
Good luck, like you say be wary of whom you are speaking with!

Yeah I'm not happy doing it that way, they'll have to think of something else.

I've submitted a complaint and I'm going to ignore the phone. Really puts me off ordering from them which is a shame.