MTN has ****** my money

I paid my account on the 9th July via the MTN app, I received two confirmation emails from MTN saying that they had received my payment as well as my bank saying that that money had been withdrawn, to date the payment has not been allocated to my MTN account, nor has the money been returned into my bank account, I have sent numerous emails to MTN customer care who doesn't bother replying, when I eventually did get a response I was told the payment doesn't reflect on their system, despite them sending me two confirmation emails of successful payment transaction and the money being taken from my bank account. At this stage MTN is guilty of ********** theft of my money and I am considering taking legal action.