Altcoin lost moneyt and asked me to deposit it again.

I made a deposit of R 2 021 your system has credited your account twice. My current balance for ZAR is -R 2 021 and you are requsting me to make another deposit of R 2 021 to rectifyu this but ehre did the money go because its not in my bank account and its not in my Altcoin account and in the mean time i am losing money because i palnned on purchacing Shiba Inu. ACT559235[ Ticket Id : ***]