Order cancelled when payment had been made

Have been using mama money for a while now but a bit disappointed to how quick they sort out queries. I placed my order and made an eft using their company registered details in the Standard Bank app. Which I had done before the previous week. My order was cancelled when the amount had already gone off. It’s been over a week and they still haven’t resolved my query. I have been calling, texting and emailing but they haven’t solved the issue yet.