Payment made but not updating/reducing balance - no one is assisting or willing to assist.

Good day. On the 04 July 2020, I followed a link on incredible connection website (www.incredible.co.za) to make a payment of R5000. The payment never updated and as a result my balance has not changed. I have been trying to contact Incredible connections ever since. It is either there is no answer or when I am answered I am given different numbers to contact. I have even been provided with an email address to submit bank statement (I was told the Department that makes allocations does not take calls), that was done but no one has responded. Someone got hold of my query and referred it to where I purchased the device (Clearwater Mall), who contacted me today the 11 July 2020 and said I must contact *** (this is one of the numbers I had been dialling and not getting assistance). I really dont know what to do, the R5000 is lying somewhere with incredible connections but it is not being allocated. It does not seem like anyone knows who can assist me. Everyone I am speaking to when I am able to get hold of anyone, is not willing to assist me. I am very upset with Incredible Connections after sales. Chances are that I will not buying anything from Incredible Connections again. Pity I cannot even reverse the payment. It is upsetting to me becuase interest is accumulating. Can someone please attend to this matter urgently or do I need to get legal help or go to the media to get assistance?