I paid my upfront payment of R249 send off my proof of payment via WhatsApp and now my order is on HOLD

I paid my upfront payment of R249 send off my proof of payment via WhatsApp and now my order is on HOLD. I placed an order for the 8 months promotion for R399. I requested for the one order to be removed from my profile and nothing has been. It's quick to request for payment however they're not quick enough to resolve the issue at hand