Paid for item. No delivery or feedback

My girlfriend ordered a pants on 27 Nov. Her proof of payment never indicated the order number as reference but her name instead. Due to this the order was cancelled (ive just been made aware of this), eventhough she mailed her proof of payment and order number as subject again (why they want this but dnt use it is beyond me)<br> She sent two follow-up mails to their support.. Till today, no feedback. I called and waited for 7 minutes before being told that the order was cancelled due to above reason. I was upset that no-one called us to inform of this so that it could be rectified. <br> I was also told that the item has gone up in price so i would have to pay extra or accept a refund.<br> <br> This is just unacceptable in this day and age to still receive service like this.<br> <br> Ive ordered from Zando and takealot and smooth transaction, im always kept in the know and get a tracking number.<br> <br> I have escalated this with customer service management and request i get my item for the price i paid...