Missing account payment

I had covid and was isolating at home and not able to go into the store to make my account payment. I set up an online/EFT payment in December to pay Mr Price money but can see that the payment has not been deducted off my account. I have twice contacted Mr Price Customer Care via email to query my payment and not even the courtesy of a response. I assume I will get a bad credit review due to my missed payment. Disappointed at the total lack of response as well as the disappearance of my R300