Unresponsive Estée Lauder

I placed an order on 26 November 2020. To date, I have not received any information on what is happening with my order. The status online says “order cancelled “ but full payment went off my account. Estée Lauder has not bothered keeping me updated on any issues they may be facing.

I have tried calling, emailing and the online service agent to no avail. I want my order or give back my money and lose a loyal client!