Unable to retrieve online order

I placed an order from the Mr Price app on 28/08/2018. When i go on my app to Orders, it just loads. I haven't received a payment confirmation email as yet. I phoned the customer service twice and they cannot pick up the order on their side. I was told twice by the consultant that they will escalate my query to the relevant department and call me back to provide feedback. I'm still waiting. I'm really disappointed as i already made payment for this order and now it just doesn't exist. Nobody can assist me. I just want my order or money back please!