Russells online lay-by for : Chester couches with the ff product code:***

I am writing to echo my dissatisfaction with the poor service I'm getting from Russells furniture regarding my online lay-by which I have placed on the 16 November 2023. I first created an an online account thereafter I made a deposit(lay-by) of R 500. The sad part is after making a payment, I did not receive the order number which is used to trace the order and confirming the receipt of the money thereof. I only received a " Payment Receipt" with a product number followed by my ID number. On 08 December 2023 I made another payment of R10 500 through Russells online portal and I again received " Payment receipt" as a confirmation of my payment. I was of the view that I would get an order number and an SMS as a confirmation. The product code cited in the " payment Receipt" reads as follows *** followed by my ID number. I have since logged a complaint and my reference number is : ***. Yesterday I called *** and I was advised that they don't have my details on the system which really confused me as I created an account online and received a confirmation via email to say my account has been created successfully. I have never received any form of communication from Russells regarding my lay-by despite two payments I have done.