Online useless

I Purchased an item online and paid with their apparently secure payment via my credit card, the payment otp request came through I paid and it was deducted of my account. The site kept hanging and eventually after 30 min kicked me out with the money paid into edgars acocount online but the item still in basket. After 3 days, numerous calls, screenshots, banking transactions provided I still have nothing!!! Then they want me to go and ask my bank where the money is!! You guys are useless I can not believe you are blaming me for your system faults!