Order cancelled while I pais

I paid for an order awaiting payment on saturday 09/11 and I made an immediate payment,on monday 11/11 they tell me they cancelled the order due to non-payment and they will refund me.I paid before cancellation date not sure why can't they re-open the order as I paid on time.The agent Zubair Carlie seems to be reading from a script and not helping at all