Disgusted!!!!

I made a purchase on the Builders Warehouse website on the 20/07/2023 - 16:05. I paid using eft via my Capitec acc. funds went off my account however according to their website I did not pay. I further called their contact center and was advised to send an email to *** with my proof of payment of which I did . I have been following up since the 21st July , called numerous times and the agents keep putting me on hold . I've sent a complaint but no one is coming back to me. The only thing they will say is that they have escalated your query... who has it been escalated to ? what is the turnaround time ? At this point I am utterly disgusted and very disappointed with the service that I received. All I want is my money back . I don't want to hear that my query has been escalated just give me my money back .