Worst service ever

I want a response from makro, your customer care agents have no clue what they are doing. I ordered and paid online on the 3rd of May and received an sms stating my order is handed to the courier and I had tracking details, 18:00pm on the 4th of May I received an sms stating the driver as at the gate and then literally 18:01pm it says there was a problem, and once I got to the gat the driver was gone and now I phone Makro and they say the order is not paid and they have no clue of the package but I have proof of payment and all the tracking info and the driver was here, how is my order just gone now, this better be solved I am consulting the ombudsman because this is unacceptable.