Twitch stealing money and not activating gift subs

I take theft very seriously. I have been active on Twitch for almost 9 months and never before have I seen such ****ty and irresponsible support and service. I sent through payment for a gift sub last night, and the user never received it. Payment was taken TWICE!!! for 1 item...that was never received. Twitch has nothing to say on the matter, and received nothing but an automated response from them. Xsolla, the company that processes the payments, has told me in short that they will not refund the double charge and that my money is taken without anything given out of it ..

On top of that, I am now seeing another payment taken off my account for something I NEVER PAID FOR!!!

Is theft now acceptable?