Builders Warehouse Accounts ****

I paid 3 amounts into my Builders Warehouse account using the website in December 2023. R5000 + R2000 + R5000. I noticed that these amounts were taken from my bank account but the amounts were not reflecting on my Builders Warehouse account. I emails them to ask that the funds be allocated to my account and filled in all the neccesary docs and sent them the 3 proof of payment. I have been attended to by someone called Xavier. Its now May 2024 and Builders Warehouse has still not allocated my R12000 in total to my account. I cant count how many emails there are between me and this Xavier already. He is so ***********. He does not understand the issue at hand and does not even know what a statement of my account is and is incapable of sending me a statement. He keeps sending me the proof of payments for the amounts but nowhere can he show me on my statement where these amounts have been allocated. I seriously dont know what to do anymore. Builders Warehouse has taken R12000 from me 6 months ago and I have nothing to show for it. Their accounts department is either overworked or completely ***********. I dont know if I will ever see my R12000. I am emailing Xavier back daily know as he send me emails confirming that the amounts have been paid back to me but when I check there is nothing there. Please dont use their website for managing their accounts. Its the worst system ever.