Payment not allocated to order and very bad service

Last week Wednesday the 1st of June I paid hellopaisa R3295.40 through the EFT option on the app using my African bank account and I did not get the sms with the pin. I called customer care they told me to send proof of payment which I did, only to be told to create another order since the previous one had since expired. I created another order on Thursday the 2nd of June and followed up from Thursday til close of business on Friday with no luck. Unfortunately that order also expired. I followed up again today the 6th of June at 10:34AM and Aaron confirmed the funds show as received on their side and i must create another order so that they link the payment to that. I enquired on the difference due to the exchange rate and he advised that i need to pay for the difference. How do i then make a payment for the difference if the initial payment is not linked to the new order? He advised that he will contact me and advise after speaking to accounts. It's now 15:15PM and still nothing from them. The new order will expirer again after 24hrs and i just don't know what to do now. If the payment cannot be linked to the orders can my money be refunded please. I had chosen your services as they were cheaper then your competitors but i have now used a lot more money trying to get this resolved than what i would have initially saved. Can i please have this rectified ASAP.