Refund complaimt

I made a purchase from Temu on the 22 September 2024 of R300 purchasing spice containers, payment went through on my account and it shows pending status, so when I complained to Temu they told me first it will be reversed after 6 working days those days went past no reversal when I contacted them they told me I must go to the bank the bank told me they need a confirmation letter confirming that the payment was not received due to technical issues. Now they are sending me from pillar to post telling me I must ask the bank to give me proof that they want the confirmation letter customer service at Temu is nonsense lack of better word really