Online order failed, money not reversed

I bought and paid for an online order, the money went out of my account yet Game sent a message saying processing payment failed and my order was cancelled. I was then told it will reverse in 2 days-4 days. It’s been over 11 days and the money has not been reversed, even worse the customer support agent stopped replying to my emails requesting an update. No solution was offered, it’s their system that failed, I wanted my order and not a reversal.