Secure Chat is not Helpful and Solutions they propose does not exist

I made an online purchase on Cotton On's website through Ozow via my Premier Cheque Account. The money went off my account but Cotton On does not see the money reflecting on their side, nor do I have a successful order number. Cotton on said I should check with my bank.

I wanted to call FNB but was referred to the secure chat on the app. Which I did. Over 30 minutes later of which 20 was waiting for an agent to log on. The agent said I should log a call via In Contact and it will take 14 - 30 business days. I tried to do this and was not offered the option of my Premier Cheque account, only Gold Business and Premier Credit. Eitherway... I have spent over 40 minutes trying to solve this with an average 3 minute response time and 20 minute wait and I am NO FURTHER in solving this. Please can someone contact me that actually is able to help and not send me in circles and waste my time further. Thank you