Order lost, money gone

I purchased a laptop of software license through the online store and made the payment immediately through the secure payment portal. I received an order number shortly thereafter and delivery was estimated for 2 to 5 working days. When tracking the order number, it does not work. On phoning to follow up, they could not tell us the status of our order or what had gone wrong. I logged a complaint and have phoned several times to follow up. Each time I call I cannot get a clear answer as to where our order is and I am promised that someone will call me back. To date nobody has called me back to give me any feedback. I have had one call to ask whether I received my order but when I rep**** in the negative and enquired if they could not track my order and tell me the status I was told there were unable to assist and someone would phone me back. I am at the end of ideas as to how to resolve this as the company itself seems unable to. When I ask to escalate the issue to a manager, they tell me someone will call me back.