Worst online shopping experience

On 8 September 2022 I placed an order online (#236258), the money went off my account immediately, but I did not receive a confirmation and the order shows as cancelled on my Westpack account. When I queried this, I was told to send a POP, which I don't have, but I sent a bank statement. I even contacted my business bank manager and ABSA sent me all the details they had on their system, that shows that the money did go out of my account. After many emails, and not getting anywhere, I eventually phoned again to speak to a manager, but was told that customers are not allowed to speak with managers?! More emails were sent between myself and a manager, who asked for the bank statements again. A week ago was the last follow-up sent to her, but have not heard anything from her again. It is now almost a month after I placed the order and still I have no answer!