Makro's bad service

Almost 2 weeks ago we purchased a watercooler online. On our end the payment went through, on Makro's end, not. We phoned them and the said they have not received any funds, whilst we have proof of the payment and send it to them as well. Friday we phoned again about our situation and they said our case (***) has been esculated. Today (8th of April 2024) we phoned again, only to be told that we are still on the list of cases escalated. So for nearly 2 weeks, you cannot answer or help a customer. If we don't phone about the situation, there's no communication whatsoever from your side? Pathetic! Really. Resolve the matter (within in this week) or refund the R2499.