No follow-up from TFG, while payment was processed

On the 7th of June 2021, I was online shopping for an item and while the payment was being processed, the webpage froze. On my side the payment was made and the money was taken out of my account. But when I spoke to a TFG consultant, they said that the money is not reflecting on their side. I sent proof of payment to all parties (Ozow, African Bank, TFG) concerned. and they said they'll get back to me. but nothing since, at this point I'd like my money back.