Customer service complaint

Purchased merchandise online, made a credit card payment via payfast. A few days later I called to enquire as to why I haven't received an email with an order number and tracking details...as per the norm. They requested that I contact payfast and ask for the transaction reference number. I did get a reference number from payfast. I forwarded it to the Kingsley Heath whatsapp line. They have not been of any assistance to me. The purchase was made on the 23/03/2022 Today is 30/03/2022 and I have no clue as to what is going on.