Poor service!!

I made an online purchase using PayFast and at the end of the transaction, after the money was deducted from my account, there was an error stating that the transaction was unsuccessful and that someone from PayFast will contact me. This was on 17 September, and needless to say I haven't had one call or e-mail from them. I enquired with the supplier who confirmed that they did not receive the payment upon which I e-mailed the proof of payment with to PayFast and requested an immediate transfer of the money back to me. I received a reply e-mail with a ticket number but haven't heard from them since then. I find this completely unacceptable and it borders on *****ing! If I do not receive a reply or my money back in my account I will take this further!