On-line payment fragulant

I have made an on-line order to Mr Price on the 20th of November 2018. I made payment through the EFT method as their digicert method was giving me an error. The payment was however processed on the 24th of November. Mr Price has received the money, I however have not received my order. I called to follow up and I was told that their finance department cannot track my payment and that I need to get proof of payment from the bank. I contacted the bank and they could not provide proof of the payment as the transaction was done on the Mr Price site but they advice me to send my statement which shows the transaction that was paid to Mr Price. To date my issue has not been resolved but I keep on getting the below email message Mr price. I am very disappointed at their in-line service. Your support request (# ********** ) has been solved. :(