Order held without clarity

Am not happy with the way they treated me. I sell Justine products Upon placing my order on the 31st of October, I was sent an sms with the amount that I must pay so I can receive my parcel. I did that payment, now am told I owe money from Beginning October, I sent them that proof of payment. They not saying anything about releasing my order instead they tell me I have a balance that I know nothing about. Am so tired of their nonsense