Bad customer service

I place an order online.The purchase went through but I could not track my purchase on my app.I then went to Mr price near me,customer care was called they requested proof of payment. I sended a bank statement as well as confirmation number but still nothing has been done and my money has been deducted from my account.I don't know weather I'm going to receive the order or my money is going to be returned. I'm really not happy with the service