Homechoice online order

I placed an order online on the 6th of December, and everything was processed online, I fully paid for the order and I even got the confirmation email from homechoice but when I track the order it says "awaiting payment" meanwhile I paid for the order, whenever I call or send email, I am told that the matter has been forwarded to the relevant department. It is now the 21st of December and nothing has changed. The order hasn't yet been processed. This is happening for the second time. HomeChoice is very ***********