Online order not delivered after debiting the money from my account

Makro Online customer service agents are the biggest ****s on the planet. The can't even tell me where my order is, and it's been 5 days, now their telephone line is not even going through anymore and they are not responding to emails. They have debited the money from my account and they don't wanna deliver items. What's going on? This is a bis store to have such a bad customer reputation, if you can't deliver then why let people order Online? This is beyond ridiculous