Game must refund my money because the order failed & I did not receive the fridge

I purchased a fridge on Game Online on Saturday the 15th of March 2025. Order number ***, the payment went through my bank and I later got a message from Game that the Order failed. On that vey same day, I phoned Game and was told to send proof of payment which I did. I received an email from their web support (Nonkosi) that my query was escalated to their head office, and they will revert in 24-48 hours. Since the 48 hours passed, I have been phoning every day to follow up, but I am not getting any joy from Game. They last told me my query is with Finance. My reference number is H2JC.