WeChat ****? Broken promises

Placed an order vi WeChat on the 6th Of January. Since then, no tracking number has been sent. I also emailed several times PLEADING for at least a response even if it was only for peace of mind. No reply. Contacted WeChat for help and not even they rep****. Up to date, no delivery of the product has taken place as was promised within 7 days. This is unacceptable and most probably a ****. Who do I contact to help me? Also, the Promo is still running on WeChat. Why hasn't WeChat taken action against this company? Surely they must take responsibility whilst users are on their platform, using their payment system? It promised to be secure!