I’m frustrated

I placed an order online on the 18th of August 2024 and I haven’t received my order or any update regarding it. I have called several time and sent some emails to inquire about this. I was told that my order doesn’t appear in their system and the order number that I got belong to one of their representatives. I have an email confirming that I’ve ordered and my bank statement showing that they’ve deducted my money. I’m not a representative or salesperson for Justine but just a customer and it’s not my first time ordering from Justine using my online credentials. I have sent an email with proof that I’ve ordered from them but they didn’t even respond just to acknowledge that they have received my email and are willing to assist. I don’t know what is the way forward I feel stuck and this is frustrating I’m really disappointed.