Bad customer service

my son bought online on the 29.08.2025 and he didnt recieve order number and the money went through,even today 11.08.2025 he didnt get his money we have been taken from pillar to post that the money will reflect to his bank account within 1-2 hours and today as i was phoning i was told another story.i feel like pnp asap is ****ming customer because they way they handling their queries .my son is a student he was losing hope because he was the one calling them and no one was givimg any feedback.Ieglaal is not good for the business the way she talks to customers its like she at her own home talking to her kids.