Fastway courier is out of courier bags????

So we paid for 20 bags last week Tuesday FNB to FNB. So Stephen says to us it doesn't show as yet?....... Wow. Next excuse is Fastway courier company is out of Bags!!!! Today a week later we call him again. Payment not reflecting again???? But we have proof of payment. He says we must call the Depot. Needles to say, the phones are constantly busy. You cannot get through. Now can we have our money back please or can we open a case of theft/*****.