Poor customer service

I had 2 orders to pay today, normally they debit goes of around 11:30, I made my 1st payment at 10:15 for R399.75, but on the cart it still reflected as payment not done, I logged ticket with their support till now I haven't received any respond from them. With they whatsapp I was told I need to pay again the amount due cause penalties will be added and with they landlines they not picking up at all so all in all I was ****** a good R400 cause I was told if I don't pay I will charged 285 of penalties. I feel their customer service is very very poor, I don't thing I'll recommend them to anyone because if u have queries you not attended