Bad billing&accounts assistance

I’ve placed previous orders with superbalist and know how the system works. I placed my order on the 2nd of Jan, and made a payment through one of their payment options PayFast. Where the amount was immediately deducted from my account. Further, did my order status show “awaiting payment” for a few days, where I struggled to get feedback from the customer care where I raised my enquiry. Especially for a business that works on a fast turnover rate. Then, via that system and online, doesn’t the person making purchase, me, i this case get a prove of payment. After their reply, did the agent say I have to submit a price of payment. With that o line method, as mentioned, is there no POP. This they asked if I can supply them with the account number and reference number where the payment was made into. So I did, and even took screenshots of the evidence of the account number on my online banking . Where the deduction and their account number was clear with the automated reference number created through their automated payment method. Yet, do they not except it, and say no payment is made. I am extremely dissapointed, as I’ve never struggled with online purchases before. Also not with superbalist.