Online Purchases ***** at Game stores

I made on online Purchases at the game store on the 24thNov2017. Paid for the order. On the 28th received an email from gamesupport asking me for my id and proof of payment which I did send on the same day. A few days later and still when I login to the game website it says my order is on hold. My order is on hold but my money has been paid to game’s account but I don’t have the goods. The call-centre department is useless, I keep calling and if I’m not placed on hold I’m transferred to different people but still no assistance. I’ve lost an airtime of over R200 trying to sort this out, it seems like small change but to me it’s worth a lot. I honestly do not know what I need to do in order for me to get the stuff I purchased.