Pathetic service at TFG online shop

I have purchased an item from The Foschini Group online 2 weeks ago on a Sunday. The payment was done with the proof of payment sent the same time and I was aware that payment was done on Sunday which is why I thought my item would be a bit delayed. I phoned the call centre a few days later when I received an email stating my order was cancelled due to payment not being made. I was told that my payment was not reflecting and I should get my proof of payment from the bank showing the transaction was done. This was really such an inconvience as the details were private and I could not see the account number from my banking app. Nevertheless I did go and get the POP and they still have not contacted with me regarding my order. I have sent them many emails telling them about how pathetic my first time shopping was with them and it was really disappointing to get a reply saying they will refund me. There is no customer service based on going the extra mile for their customers. There was no reassurance I will get my item and till now they have not contacted me.