Disappointed and ashamed of new Zando service.

I have been a loyal happy Zando customer since 2012 never had I a reason to complain. But lately I don’t know whether is this the same Zando I’ve recommended to my friends and colleagues. I place an order on the 10th of August and pay via instant eft. The payment went off my bank account but I immediately got a cancellation. I sent Zando an email with my proof of payment. They responded saying there’s no payment on their side I must send the bank statement. I couldn’t understand why bank statement because all the required details are in the proof of payment. I did anyway no answer, I kept on email they then said I must send banking details for refund I did. The only response I got the email from them that “Your request has been marked as solved by Jill Kaylin” but nothing has happened. I email again same story they ask for proof of payment then bank statement and bank account. Up to this date 1 September 2020 no refund or explanation. I don’t know how Jill and Kaylin consider my request as solved while I haven’t receive my refund or the items I paid for. I wonder what happen to the old Zando with good customer services. I’m so disappointed and ashamed of the service we now receive.