Online purchase

I bought a geyser from builders online on Tuesday 19/12/23 @ 13H32, there was a glitch on there side and the transaction was not completed. The funds was deducted from my account. One have to understand that I do not have a reference number nor a purchase number. I was asked for proof of payment which was provided by means of 1st a screenshot and 2nd bank statement. Now they refer from one department to the other playing the waiting game. You know he said, she said and in the meantime we are sitting ducks. I keep follow up as builders do not provide very little feedback. The latest was they request proof of payment, now please understand I have not created the beneficiary hence the only proof I have is that the funds was deducted from my account. Asanda Mkentane was supposed to have phoned me 30 minutes ago (15H15), great for feedback builders! Herewith my reference numbers, #***2 and #***7. I have spoken to the manager now....