Appauling

I purchased an item online on 30 June, the amount came off my bank account and I received a confirmation email from Loot that my order had been placed and I should expect latest delivery on 10 July.

On Thursday, 9 July I followed up with Loot. Their phone line is disconnected and claimed they're only available via social media platforms. I reached out on FB messenger, and the agent said my payment had not been successful from my bank and that I'd need to contact my bank. I called my bank who confirmed telephonically that the payment indeed was successful.

I went back to Loot, and explained what my bank said and I asked if a proof of payment will help. The agent (who clearly couldn't be ****d to assist customers) simply responded saying yes send the proof of payment. I asked if the confirmation mail from Loot could not be investigated, or if they could investigate on their end. The agent simply responded that they need a proof of payment to assist. This entire back and forth lasted between 11am and 4pm.

The next day, I called standard bank and they once again, confirmed the funds have been taken off. They cannot provide a proof of payment as the transaction happened on the merchants website and gateway. The best would be to send Loot my bank statement.

Might I add, the entire conversation with Loot is on Facebook and I'd need to send my personal bank statement over messenger. I declined this. I went back to Loot and explained where I'm at. They simply responded "hi this has been escalated to our payments team who will hopefully resolve and get back to you asap".

It is currently 4 hours since and all Ive received is that they are looking in to it.

What do I have to do to get proper feedback and a response?