Unhappy client

I am honestly irate this morning So I ordered items from my Truworths account online there has been no progress until I received an email from Claudina - *** she stated she is unable to get hold of me she then called me and asked me a list of irrelevant security questions and then ended up by saying I failed verifications she needs to cancel the order ! And now I log into to my account I find that the order is still there and to my surprise there is an amount to pay but I never bought anything can someone get back to me and explain what I need to pay for !