Order stuck in processing for a week ?

So i ordered from exact on the 18th of July 2020 and have received an email saying my payment was received and i am an account customer, yet i email and call in every day for an update and no one can tell me where the hell my order is its the 29th of July already and still nothing all im getting is bad customer service from the Exact side but i order a pair for sneakers on the 20th July and that was delivered on monday already so what the hell is the difference between the two stores from my understanding you guys are the foschini group, clearly you guys need to sort this **** out or just refund me my credit dont see why you're always available to offer me stuff and remind me about payments every month when its always on time clearly you're just trying to rob your so called valued customers.