It just never arrived

I placed an order that cost me over R400. However, I had previously ordered at work and was unaware that my address had changed. When I realized my mistake, I immediately called my driver to inform him, but he told me that he was still on the road and would be making his way to me. He also mentioned that my new address was far and would cost him extra petrol, so he asked me to give him R100 when he arrived. I agreed and he said he would reach my location in 30 minutes. Unfortunately, he never showed up, I was charged the full amount of the order, and I never received it. I have been trying to contact customer support to resolve the issue, but I haven't been successful. Can someone explain what's going on and how I can get this issue resolved, please?