Poor online service

l am very disappointed with online service game store. I bought a cellphone last Saturday 25 April 2020 via card payment and the cellphone is tag for essential service on the Game website. I understand that it was on a weekend and Monday was a holiday but to my surprise still now l haven't received payment confirmation but the funds where debited on my account. Yesterday Tuesday 28 April l followed up and spoke to an agent called Ayanda who promised to revert but the the end of the day l didn't hear from her. I have been trying to call again today Wednesday 29 April and l have lost R20 of airtime with no luck of speaking to an agent. I wonder where my money has gone and if l would be able to be assisted as l don't receive any email or sms confirmation of payment from the store.