Paid using their app & they could not track payment and goods were not delivered

Good Day Patrick,

I am Nikita Hood regarding the order above I made payment on time when I received the email and I used your system which is the link I was given to pay and I phoned several and was informed by your consultants that they can't pick up my payment I inquired with my bank and was advised yourl need to accept payment on your side inorder for you guys to receive and I called and informed the consultants and even sent whatever I had that was showing on my app as proof of payment which they said they received but it was a spread sheet , screen shot and picture since my bank stated you as fedex cab only provide me with proof of payment so if you can assist me with my refund regarding my order and for paying for your service that wasn't provided will also refer this email to Hello Peter and the ombudsman since this interrupted my business.

Will await for your response and assistance.

Yours sincerely Mrs Nikita Hood