Review Bad online service and customer service

I made an online purchase in April 2020. Few days later I tried checking/tracking my purchase but it showed that no payment was done. And on my side money was deducted from my account. I called the clicks helpline for some assistance regarding my purchase. And the required I send them proof of payment cause it was not reflecting on their side, and I did. Now its 2021 my query is still not resolved. Everyday I call I get a different consultant with a different excuse. So now my question is, is my query not that important because of the money I used to purchase or what ??? Cause nothing is done and I'm honestly exhausted from calling the clicks helpline