Would like my order I paid for

I placed an order on the 8th December 2020 which the funds were taken off through ozow instant eft. received my order a few days later no problem and everything in order. I have placed numerous of orders since then. I placed an order last week 23rd February 2021 and made an instant eft payment through ozow. loot sent me an email stating they have received the funds. Last week friday i receive an email stating my account is in arrears and if I do not pay the amount of R556.00 they will not release my order i placed on the 23rd. I check my bank statements and the order that was placed on the 8th December was paid for and no funds have been returned from loot until present date. I have emailed Loot the proof of payment as well as my bank statements to prove that no funds were returned into my account. I phoned today to try speak to someone who can help me to be told they need to do an investigation. Not even 10 minutes later i get an email stating i need to email proof of payment which i have done three times now. What has been achieved nothing. My order that i have paid for on the 23rd February in full will not be released so I am sitting with no products even though it has been paid for in full and owing nothing to Loot. I am a very upset customer and Loot customer care does not seem to care about resolving the problem.