No response or resolution after I spent over R5000 and goods not delivered

I brought items of over R5000 from their mobile app over a week ago and did not receive a tracking number. I called their line to ask for status of my order and was told to send proof of payment which I sent immediately. I was promised that the order will be updated and I will be informed of delivery. 2 days after, there was still no update. I called, emailed, WhatsApp and matter is still not resolved and now my emails are being ignored. I spent my hard earned money and I’m now the one chasing to get update on my status.

I sent and email again and now told I must go to my bank to get a bank letter so they can refund me, despite me never asking for a refund.

Customer service is awful. The total disregard of my plight has left me R5000 short and still no answers of effort to resolve.