Vodacom online order for Prepaid phone refund

On the 5th May I placed an order for a prepaid phone on the Vodacom online store.

I ordered as a guest since I am not a Vodacom customer and did not create an account. I paid with my credit card and the transaction was successful and the money was reserved on my credit card. The vodacom website stated that I would receive an order and a tracking number shortly.

After 1 week I received no order or tracking number from vodacom and the funds were still reserved on my card.

I called the call centre 082135, who put me through to online sales ( who claim to only be able see contract applications, they put me to aftersales who claimed the same).

I got transferred to 9 other numbers who all couldn't help. They eventually told me to go to a Vodacom store with my POP.

I went there and they told me that "the online store is our competitor and we don't have access to their system"

Midnight on Friday 12th May I get an SMS say that your order E*** has been cancelled . If you believe this is an error please call ***

I think" Well at least I have an order number now and can get my money back." I call the number and they say they cant assist with prepaid sales made on the website. They advise me to send an email to ***. I email them and get an automated reply telling me that they are moving to the vodapay app. I phone vodapay and they advise me that vodapay is different to the vodacom.co.za online store so they can't access their system.

I eventually get hold of a team leader who asks me for my order number and proof of payment via email and she'll escalate. I send her the docs and its been 48 hours and shes ghosting me.

This service is honestly pathetic. I paid for a phone, my order got cancelled for unknown reasons and Vodacom still have my money and no one there seems to have a clue what to do with my order or how to get my money back

Frustrated customer