Delivery issues

Never had a problem before, always paid with my credit card, now they want payfast. My order placed and paid 17/7/2020 was due today. Yesterday, I tried to track my order and see a second order for the same item. Sent a mail, then was told my order was ******. Nobody phoned or communicated the loss. I have to wait for almost 20 days for an order. Bad communication, poor payment arrangements.