Processing account

My husband purchased something troughout takealot app and was using the Ozow payment, and now they come with stories saying that there is ***** and need confirmation from the bank and the bank already cleared it up ,now the money is at Ozow and they still have our money and they still dont want to process the money trough and the bank already cleared it,now we are struggling to get our order at takealot,they must put the order trough or gave our money back, we are struggling they dont respond to our emails they dont answer their calls this is very unprofessional and al lot of stress and inconvenience caused ,if someone please can help us this is allot of money.