order cancelled even after sending proof of payment

I ordered and requested to pay via their payfast EFT option on their site

got deposit details

made payment

sent proof of payment

now being told my order was cancelled and that i should request a refund from payfast

but what i dont understand is why put those details on an email accepting my order then tell me they cannot assist

now am out of pocket over a thousand rand

no order

and they folding their hands

very very frustrated