Order canceled without confirmation nx

My order was canceled without any communication of collection, only received email on the 15/12/23 then today 17/12/23 its canceled due to failure of collection how is this possible?.. Decided to go to their office during my lunch time only for them to tell me they sent me communication that I am confirming I did not receive, I mean why would I pay for something and not collect it? Apparently they sent me an email on the 9/12/23 and I repeat, I did not receive that now I have to re-order and add R20 what the hell! Yhoooooo sham