Pathetic service from Vodacom - Online purchase through Vodapay

Horrific customer experience. Purchased an item on the Vodapay App. My account was debited. The purchase order says completed yet I never received my item. Almost an hour on the line with Vodacom and they don't recognize the order and purchase - yet on my Vodapay app, the full details are displayed. Both consultants cannot assist me. Pathetic service!!