Never use online channels for house and home

I paid for my appliance in full on Friday (26-02-2021) but house and home say it is not reflecting in their account therefore they can't release the appliance. I send them a proof of payment to *** but they choose to ignore it. No one is updating us on what is the issue. The funny thing is when I paid the 1st payment for the layby I got an almost immediate response advising how much is the balance left, now that I have settled they dont want to give me my appliance. Can I please have my money back and go buy the appliance else where.