Takealot poor service

I placed an order for a king size matress, of almost R6000 on the 19th September 2024 and selected the payfast option which I always do, as soon as I authorised on my bank app it displayed payment confirmation on the takealot website, all of a sudden it jumped to awaiting payment. I tried numerous times to phone them and held on for nearly half an hour with no luck of anyone answering my call. This morning, 20th September 2024, I checked and saw it still displays awaiting payment, I phoned again and eventually got an answer, to which I explained the situation, I even e-mailed proof of my payment and my statement indicating the payment has been deducted from my bank account and still according to them they have not received payment from me. They claim on their website payfast is the safest way of payment but then this happens? What frustrates me the most is the poor service when you contact them. I have been a loyal and supportive customer of takealot and this is not the level of customer service that anyone wants.