Negligence

On the 25 th June 2022 went to pay my account at foschini, while I was busy paying with my card they had a load sheding so when the generator kicked in there was nothing showing on their side that the transaction did go through bt then I got an sms on my side that it actually did go through, so they took my details and said they were gonna call me should anything appear but they never did. The next month I went to make a payment again I was told my account is in arrears because of that error, I went back to the same store I made payment at to show them my bank statement as I didnot have receipt because I never got one that day they said they gonna look at it but still no response and i went again for the 3rd time still not getting help and my account still in areas and i cannot even use it because the amount keeps increasing even though i keep paying every month, it is affecting my credit score now and i am not even getting the help i need please help!!!