Cotton On have not credited my account with incorrect payment

On September 5th, I placed an online order of R200.00 with cotton on. I chose I-pay as my payment option and I was then requested to choose my bank and fill in my account details etc. Upon completion, I was asked to 'approve' the transaction on my banking app, however, Cotton on was simply added as a beneficiary with a specific reference number (COSHCUGXPN) on my banking app - no payment was made and neither did I receive a notification from the banking app to approve the transaction. Therefore, I proceeded to make an internet bank transfer using the account information and reference number (COSHCUGXPN) that was added on my beneficiary list under 'Cotton On'. An agent from Cotton on, Yovan, advised me that these funds will be credited to me within 3-5 business days, however, to date I have not been credited. I clearly understand that according to Cotton On and my order ********** 02794, there was no payment of R200.00 made via I-pay. However, what they do not seem to understand is that the payment was not made via i-pay and the payment falls under reference (COSHCUGXPN) to Cotton On Citi Bank. I even have the proof of payment which was provided to the agent. I am highly disappointed in their service and their inability to recognize a payment from a personal bank account, surely you must question where did an additional R200.00 come from when balancing your accounts.