Online Order with no items

I have an order worth R3620 with no items which was charged to my account as a payment. I have called Mr Price multiple times and they transfer me to online but online puts me on hold or they just mute. I don't have an order number since it isn't a proper order. Accounts say they can't help. So I now owe R3620 for nothing. R3620 isn't going to be delivered to my door step so what am I owing exactly? and no one seems to know how to help.