Payment Spam

I made a call to Etisalat today to their helpline at 101. One of the operators supposedly directed me to Etisalats telephonically payment option where I was asked for my credit card details as well as the amount I choose to pay. The amount was deducted from my bank account however the payment never appeared on my Etisalat account. The customer care staff who I have spoken to today are all too *********** to assist me. I am now unsure as to whether I am dealing with ***** or theft and should Etisalat not be able to assist me I will be contacting the police.