Online purchases

I placed an online order on 11 February 2024. I elected to make payment using the instant EFT option upon checking out. I Had not received any order confirmation. The next day I contacted customer services. I was asked to send the proof of payment showing the trace ID and reference number, which I've done numerous times. The response I received was "The query has been escalated to the relevant department' Eventually after a week of constant follow ups by me I was told that the payment was not received and the order will be cancelled automatically but if payment was made, I should send the proof of payment.

I have confirmation from my bank that payment was successfully paid, I have sent all the required proof of payments showing all the required information and yet I have nothing to show for it. I have essentially paid for an item which I will not be receiving.