Online Order, processed and cancelled! Unacceptable.

I waited for the PS5 pre-order option to open at 9am this morning, i had numerous people on separate devices trying to place on order, i got as far as entering my card details. My Account shows 3 orders placed and cancelled? how would i cancel an order after processing the payment. This is unacceptable! Eventually got through to customer care after the first call was cancelled in my ear, second call transferred me to "customer care" even though i called customer care number and the third call was taken by Bianca Johnson who then told me that payment was not received?? I had received a Payment ID reference on their online profile, she confirmed the online glitches but unfortunately cannot assist me. This is really disappointing.