Payment issues

On Monday 16 April I placed an online order with Netflorist for doughnuts for my mom's birthday om Friday 20 April. I chose the direct eft option to pay and made an immediate payment. I then got an sms from my bank to say the amount went off of my bank account. However the website said payment unsuccessful. I checked my bank account and the payment did go off. I then contacted the call center on Wednesday 18 April and spoke to Tamara Shosa who asked me to send proof of payment. After sending this she rep**** to say that the accounting department can't track the payment. I sent two emails one on Wednesday and one on Thursday to query what the next step is as the money definitely went off my bank account. No response was received. So do I now just have to accept that I donated R300 to Netflorist and my mom won't get a birthday gift?