Frustrated poor service

We are currently experiencing the worse service from webafrica. Our debit order declined so we logged onto the site to make payment. Money went off account currently showing pending on bank statement. Received and email from them saying payment successfully however service not re in stated. They now saying payment failed yet money is off acc. In order to ge money reversed at bank we need a letter from wenafrica saying payment was not successfully they Are unable to provide. U can only contact then through WhatsApp and the chats keep getting ended. There is no way to speak to someone for assistance. Pathetic money out of account services off and nobody to assist