Canceled order but payment has been made.

I made an order using their application as usual... I made payment through FNB account, three days after I have made the payment my order was canceled..... I decided to call and find out but unfortunately due to covid19 call Centre Iis closed, ended up opting to email ofwich I did but they keep on saying that I must call payfast of which there is no need for that... Cause I have proof of payment with and I have also attached it there.