TFG GSTAR gateway store lost my order

Feedback/Request has been logged on 11 May 2022 with reference number CS - 739589 was told they will get back to me on email or call. Let me start by explaining what actually happen with order# p*** placed on 26 April 2022 order was dispatched to GStar RAW Gateway store I received my OTP on a text and email as normal issue starts when going in store to pick up my order the store staff say they can not find my package I was in a hurry so I left as they where taking too long finding my package. returned next day to find my order is still nowhere to be found this is the same day the store rep logged a request to get any feedback as to where the order is !!! there Has been no feedback what's so ever has be sent only thing I've received is a statement showing outstanding balance now who in there right mind is paying for goods they did not receive my account is up to date this is the only payment I'm going to miss if this is not fix, a credit note with the value of the order needs to reflect first on my statement before account is settled