Something went wrong but I got billed

I Bought a R50 voucher on the 5th of September from their website. While waiting for the SMS I got an error message that said payment unsuccessful something went wrong I wait the following day and check on my bank statement I saw the amount was debited. I emailed them with the error message and bank statement yet I get told they do not see the amount.

I am constantly being assisted by new people first it was Lulama now its Modiehi I sent them this info before they can ask for it. How long before I get help with my query, I will never buy one voucher online again Name & Surname of the account holder:

Order Number:

Date and Time

Last 4 digits of the card number used: