Payment made but no order recieved!!

Made online purchase on December 21, 2023 via SnapScan. Something went wrong and the window was just hanging and never showed I paid for the order or received an invoice or confirmation. The payment showed on my account as 'pending payment' for a few days so I thought well the order never went through so didn't worry about it. But then the money was paid out of my account to them. I've emailed them numerous times with proof of payment and a screenshot of my cart/order with the exact amount.

We're in February 2024 already but still NO RESPONSE AT ALL! This is unacceptable! Surely your accounts department must have picked this up months ago??? *******