Bad Service

I bought some material and paid for it on the 8th. The funds went off from my account , however showed not successful when I logged into my Builders account. I contacted them and was told that the payment was not reflecting and it might bounce back to my account. As I needed the material urgently I contact my local Builders for some help. I asked if I could order and pay them and make arrangements with them as I was advised by the call Centre and the local shop not to cancel the transaction as the payment was not reflecting on the order. I then made another payment and it was then delivered. My first payment is still missing in action, everyone keeps telling me it has been referred to the IT department. I have sent proof of payment, I want my refund.