Order is MIA

I placed an order (order number # ********** 65) on 17 November 2017, and paid via EFT on 18 November 2017, and the payment advice was sent automatically to Merkado. On 22 November I queried the status, as I had heard nothing. They requested proof of payment, which I sent, again. They responded saying the my order was being processed and they would let me know when it would be delivered. I emailed again on 27 November 2017, requesting an update, got no response. Emailed again on 29 November 2017, and a "ticket" was opened. An agent was assigned to the ticket on 29 November, but nothing was done, no response. And no package! Where is my order? Why can nobody get back to me? Where is my money????