Online Order Funds Taken NO Order generated

I placed an order online on the 24th June 2021 for delivery, I selected the instant EFT option, the payment was taken and reference on the proof of payment looks like an order number, after the successful payment screen I was not redirected to an order screen when I checked orders there were none for June and the items were still in my basket/cart.

I called customer care and they advised there was no recent order for me and requested proof of payment as this stated an order number that cannot be tracked and says its an incorrect order number, I sent the proof at 10:17 am on the 25th June 2021, the advisor rep**** to this email requesting the same information at 11:59am, she had already not been able to advise what process is followed and it sounded like they didn't know what to do I asked if I needed to order again and this could be refunded and he said she doesn't know if this order will be resubmitted but I dont see how as its just items in the cart now and if anything added or out of stock the amounts would differ.

This was a birthday gift and I need it sorted asap I have not heard back since I re-sent the email with proof and I have no idea if it is even being dealt with.

Very disappointed customer!