Money has been taken from.my account but I got no confirmation email for my order.

I made an online order and they use netcash as a gateway for their payment. Money from my account went through but the merchant did not receive any email.to confirm the order nor did I receive any email to show that my order has been confirmed. I contacted netcash for assistance regarding the situation,I spoke to 4 of their consultants nothing has been done the only thing they sent is the email with the track ID for the funds and they keep contacting the merchants. And I've explained that he can not process my order without them sending the confirmation email so he can process the order. It's clear that it is technical issues I'm just shocked as to why it's taking them this long to fix it whereas money has been taken from my account. Them contacting the merchant to tell him that I paid is useless because his not processing my order without the email from.them. meaning I paid for a ghost order. Bad service from netcash