Online order again failed

Wow Makro has done it again, fail with my online order, this time I do my payment online and as I approve my banking details, the amount for my product gets deduct ed from my bank account ,but Makro website crash and no order was placed on their side ,the product still in my cart, but they have taken my money, it has been 5 days now trying to get my money back or even just replace the order for my product, but I get email after email asking the same details over and over again, after I have send numerous emails with the proof of payment through, just to get another email asking for proof, I have send all different formats now, when I phone I am just told it's being escalated to finance department? It's time that people start taking steps against this company, I see numerous complaints about your online service platform, it's either delivered late or damaged or not at all, people wait weeks to receive their refunds And also your client service is poor I will never support makro again and will make sure everyone around me knows how bad your service has been