Betxchange Poor Service!

Made a deposit on their debit order Ozwow platform and received an sms from the bank stating money went off my account. The Ozwow platform was on the 'Confirming Payment' page and hanged as it never switched back to the 'Return to Merchant' page, however my account still doesn't reflect the deposit despite funds been taken off my account!

The accounts department want a proof of payment to which I can only provide a screenshot of what went off my bank account, since it was a debit order instruction. This is apparently not suffice in their eyes but I can't send them a remittance advice since it went off via debit instruction from an external application.