Mr Price online store is the worst ! Refuses to refund a failed order

After payment was made for an item online the app crashed ,resulting in my order failing to go through . The money did not reverse back into my account . I have been trying to get a refund for over a week now . The call centre wasn’t able to help me . I spoke to multiple agents , most of them just put me on hold the other two went quiet after I was told to send my proof of payment .last person I spoke to was Naso. It’s really frustrating . this will be the last time I purchase anything from their online store .