Poor customer service - online purchase

Did an online transaction - payment failed on the PayU link according to Builders website, the amount was subsequently deducted from my account. Logged a query via the escalation email including the proof of payment for them to trace the payment and confirm receipt...its now 3 business days later, after numerous calls to the help line and no one can confirm what is going on...all the call centre staff can do is escalate the query - and one would expect that if a query is escalated their should some sort of feedback...crickets! From the date that they possibly locate the payment the refund could take a further 7 business days to reflect in my account! Absolutely annoyed with the lack of urgency to resolve the matter!!