Digusted with the service and complaints handling

On the 1st march I had placed an order as usual but this time opted for a different paymebt method that being an eft payment. 2days later i recieved a response stating that my proof of paymnt was not received so i rep**** stating that it was an electronic payment and not a cash deposit so surely with the order number n amount they eould pick it up. A day later i received a response stating that my query was clised and resolved. To my understanding that ment that they viewed my payment and delivery would take plc as per tge order. On tge 7th march i got news that no order was received and upon calling back i was advised that nothing can be done as it was past 4pm n drivers n managers had left. Ive since been going to and from with them saying they now need proof of paymnt on a pdf formsnt as my bank statemnt n copy of tge eft payment that was sent via a screenshot is still not proof enough. Bare in mind this company banks with the same bank i paid from also these funds reflects in their accounts immediately. I asked to be called by a team leader but still nothing. No apology no refund. Absolutely disgusted abd would surely influence others to never use this company again. I now wish to take this further to an ombuds of some sort. Maybe then i' ll recieve a call or an apology with my refund.