Money debited, but was transaction was marked as abandoned

I made a payment of R1000 to an online gaming platform using the OZOW link provided. The money got debited from my bank account but the OZOW link just kept processing the payment for almost 45 minutes. I followed up with them and they confirmed that the transaction status reflected as abandoned. My bank has provided me a PoP and confirmed that the amount has been credited to the gaming company's bank account. OZOW customer care responded once stating that they can help resolve it. It's been more than 7 days and they are now ignosing all follow ups. This is not the first bad customer service experience with them - appalling customer service for a new age business. And they are helping people be ********* if they received the money but did not acknowledge this.