Superbalist cancelled my order because THEY could not allocate the payment I made with THEIR reff nr

On BlackFriday, I placed an order: Got the order number (saved about 50%!). I made payment on Friday, the 23rd. My EFT sends an email (with the order number as reference number) to the Superbalist email I provided. I NEVER received any correspondence reminding me to pay. HOWEVER, Yesterday I received an email stating: your order has been cancelled due to payment not received. I then proceeded to send a photo of my proof of payment (that was emailed to them automatically on the 23rd). I THEN received an email requesting banking details for my refund. How is this possible? And when I phoned them, the call centre lady just kept on repeating ... whatever question i asked her... she said: I do apologise, but we could not find your payment and cancelled your order, we will refund you...no matter how many times I told her: But I sent through proof of payment... she kept on repeating: I do apologise, but we could not find your payment and cancelled your order. We will refund you. So now, I LOST all the discounts of Black Friday (approx 50%!), due to SUPERBALIST not allocating my payment to my order.... Do they do this to everyone? You order... pay... then they somehow just apogolize for "loosing" your payment but promise to make a refund withing 5 days.... I do not want a refund. I want my order at the discounted prices with the payment I made.... but all I get is: I do apologise, but we could not find your payment and cancelled your order.