No assistance but payment taken

Twice have i now made payments via the Mr Price app and both times the amounts have not been allocated towards the account. The staff when you phone have no answers and no knowledge. Asking me for a proof of payment when they should know that you dont receive one when paying via the app. The app and bank statements however show deduction from my card. Over two weeks and no follow ups, assistance, allocations or refunds. Closing my account and never supporting again