Makro - took payment but no order delivered

I placed an order online with Makro on my cellphone, made payment and then lost signal for a second or two. The payment went through my bank account, but reflected as "awaiting payment" on the Makro website. There was no communication from Makro, I phoned several times and emailed my proof of payments. It is now 8 days later and I still have not heard back from them! The consultants keep telling me that they have escalated my query via their managers to the Finance Department, but they cannot assist me any further. They won't put me through to Finance or their Managers directly. Makro took my money and now my order still says "awaiting payment" and no one can help me! I am very unhappy about this.