Mr Price Online poor service

I had the worst experience with Mr Price Online. I bought three items online for R399 and nothing was delivered, when I tried to do a follow up they said they could not find my and they need proof of payment. I sent them my bank statement stating the date and time of transaction as I can not get a proof of payment as they directly debited the amount from my account. Even though they could see the transaction and their account number but they still said they want proof of payment and they can't help me without it.

Now I'm stuck, they don't want to refund me or give me the items I had purchased.