paid order never delivered and now wiped off my profile on the system

I placed an order in January 2026 and paid for it, but never received the products. I went back to the site to log a query, but never got a response, even after sending emails directly from my email account. There has been no response. Finally, today I got through the call centre to log my query to be told that my account doesn't exist, and the order number I received when placing the order also doesn't exist, although it did exist when placing the order. How was I going to pay for an order with an inexistent order number? Funny thing, the order number format is the same format as my daughter's order number, who happened to receive her order, but later than usual ( a month later), which is why I kept the faith to say I would receive my order, but unfortunately, I never did. Trying to call the call center again, but I can not get through. It says my call can not be transferred, the same struggle I have suffered for the past month. I would like to be refunded my money because this is the same site I have been ordering through for years, it can not happen that I place the order, pay for it, then it disappears even from my profile without the products being delivered to me.