No trace of online order or payment for the order

I've received absolutely shocking service from Clicks! I placed an order online with Clicks for the first time on 11th Jan 2018 as our local Clicks didn't have a few products I needed. Evidently there are issues with their site because after I made the payment it showed me a 'Thank you for your order screen', (which I printed) but I didn't receive an email to confirm my order, nor does it show that I have any online order history. I contacted Clicks customer service via email explaining what had happened, even sent them a scan of the 'Thank you for your order' screen, as well as proof of payment. My query was forwarded to the online department, the online team told me they were going to investigate the matter (16th Jan 2018). I later tried to follow up because I hadn't hear back and asked that the order be cancelled and a refund be issued. I received a response and was told that the financial department couldn't find my money: "Kindly be advised our finance department is unable to locate the amount of R***,** in our bank account", and I must please send a bank statement - evidently my proof of payment wasn't enough (19th Jan 2018), which I did on the same day. It clearly shows that I made a payment on the date I specified the order had taken place, to 'www.clicks.co.za'. I sent another email to the online team to follow up on the 24th Jan 2018 with no response! Tomorrow will be 3 weeks since I placed the order, and almost 2 weeks since I last heard from the online team - no response or resolution. What more than a bank statement is needed to prove that my money was taken out of my account? Not once has the customer service or online team even apologised for what has happened, or even acknowledged that the fault very possibly lies on their side (their website). I as a customer should not be punished for something I have not done, as it feels as if I am being accused of trying to con them out of cash that is not mine. My money is basically being held hostage at this point in time. Absolutely disgusted!!!