Mr Price Home took my money without giving me my order

I made an instant EFT payment on an order on 16 December 2019. It was deducted from my bank account but I didn't receive an order number nor a confirmation email. The order included a collection fee of R35 as I would like to collect the order at the Cape Gate branch. When I went back into the app the items were still in my cart. I contacted MrP on via Facebook, sent them screenshots and they directed me to ***. I sent an email with my proof of payment, my details and also the screenshots of my cart which was supposed to be an order.

Nobody responded to me until I phoned the call center and the lady told me to send her the proof of payment again and she didn't pick up any emails I had sent her. She was being arrogant and snarky towards me when she kept on getting my email address wrong. Eventually she was able to send me a mail which I responded to. After that, because I still didn't get a response, I followed the same process and called again. I managed to speak to the same agent who again was rude to me and told me she escalated the matter and it would take 24-48 hours. Today (18 December 2019) I receive an email requesting all the information I already sent twice. Mr P Home currently has R1514.90 of mine which I have provided a proof pf payment for and I have still not even received an order number nor my money back. Why must customers pay for a system issue and deal with arrogant and impatient agents - to them this is is just a job. They don't care about customers at all. I feel like I am being sent from pillar to post and nobody is taking any ownership and I get the feeling the company does not want to pay my money back and also not give me my order. Completely ********* way of handling a customer case when it is related to a system issue and customer "care" does not even exist. Completely disgusting and unacceptable to have to run after my own money when nobody is willing to just take ownership and fix the issue.