My money is gone

I have lost R475 which Rain claims that they did not receive. I had app**** for their sim card and the option to make payments came then I paid I even received the OTP from my bank then their system (Rain) says I need to make payment again that is when I stopped and sent them an email. I have been sending emails back and forth to this day I have not received any response or the sim card. So basically my money is gone for nothing and RAIN deems it fit that they playing stupid. I regret the day I started this process