Order Paid But Never Received

Ordered some products online where the order never processed but still managed to transact the money from my account. I have been speaking to multiple customer service agents to help me retrieve my money to no avail. When I send them my statement clearly indicating when the transaction was done they still insist they require more information. To date I have not received a refund or the product purchased. Terrible service, I will never order anything from them again due to my experience with them.