Very low blow and bad service

I placed an online order on the 10th of Dec 2025. When payment was made, there was a glitch in the system and the money went of my account but showed an error on the system and "Awaiting payment" on the online site. I called in to Builders call centre the next morning and it was confirmed that I need not worry as everything is ok on their side, all went through. 7days later I called in to the call centre to find out where the geyser we ordered was. It was not yet delivered. They told me that the purchase expired as they never received payment. At the time the agent then logged a complaint on my behalf. I explained my dilema of needing the geyser very urgently as the contractor needed to finish the job beforeclosing for the season. Also, part of 5he purchase was on special at a reduced price. I was told that 5he turn around time for investigation is 24hrs. I emailed proof of payment even though they said it was not necessary, I insisted and continued to send it. I received a call back on the 19th only just to confirm that the purchase was cancelled, and that they cannot trace the payment. I explained that I sent proof of payment through on 17th which they then followed up but now the IT department had to get involved and once they trace the payment the money will get refunded. I will then have to make a fresh purchase, losing the special price. The builders agent did mention that she will find a store where I can still get a discounted price and that she will then place the order and have a new geyser delivered. I already was inconvenienced for having to pay the contractor, having no geyser for the rest of the festive season, and in to the new year, until they re-open, before a new geyser can be installed. Now, today is the 26th and I still have no refund, no geyser, no feedback.