Travelstart says I didn’t pay for my ticket but have taken the money out of my bank account

I booked a trip from EL to Dbn usingTravelstart. They then sent a ticket cancellation notice due to apparent non payment by me .However the money has gone out of my credit card . It is extremely difficult to communicate with Travelstart. Eventually I got a reply on their “ help email “ portfolio - the aforesaid e mail requested a bank statement as proof of payment and promised to revert back to me within 24 hours ! Having provided them with the bank statement six days ago I am yet to hear a word from Travelstart. Is this their normal modus operandi .