Billed, money collected via c/c but ODO does not h

ODO collected money from my account via my credit card. Now suddenly they state that the payment was not done and the order will not be processed, although proof of payment has been sent to them. This then according to their own words will constitute *****. <br> I need either the funds reversed immediately or a confirmation of my order and the package sent according to the time frame mentioned when I completed my order.