Info Team - Unprofessional - Not Assisting - Funds not Returned

Purchased online from Builders online port on the 9th. Funds withdrawn from my account but only allocated to Builders Account and not link to my Builders Account. Reported the matter to info.builders.co.za They received POP and insured it will be sorted. When I phoned last evening was told the call Centre staff member did not forward the paperwork. Asked to speak to a manager, not available, E mails , Phone Calls , no joy. Builders is withholding Funds and not assisting. No phone call from any Manager till date. Builders lost me as a client. Ombudsman will be contacted.