Useless customer support

I purchased a router via their website on Monday 10 March. After making payment, the screen froze and then eventually returned me to the cart where I could still see the router. I received confirmation from my bank that the payment had gone through but I didn't receive (and have still not received) an order confirmation email. On Monday afternoon I sent an email to customer services explaining everything above asking for assistance. On Tuesday morning after not receiving any response, I phone customer services. The person who assisted me took all the details and said someone would call me back. On Wednesday morning after no call back, I phoned again. The agent said she would talk to her team leader and call me back. I didn't hold my breath, but she did indeed call back and asked me for proof of payment, I sent her a copy of my credit card account as my bank does not give individual proof of payment for credit card payments. I heard nothing on Thursday. This morning she called me again and said the accounts department were asking for proof of payment, that the credit card statement was not enough. I finally lost my cool and said that I had told her on Wednesday that I couldn't get a proof of payment just for that transaction, why was the credit card statement not good enough? She said she would speak to accounts again.

How difficult is it to look for a payment made on Monday for a specific amount and match it to the payment on my credit card? I either want my money back and have sent an instruction to my bank to try and recover it. And I will be looking for a new service provider. I've been with Home-Connect for many years and this service is shocking.