money debited and order not confirmed.

I've placed an order on the 6th December then received an email that my order has been cancelled. however my bank was debited with the full order amount. I have sent proof of payment at Zando and they responded that the money has not reflected on their side.

Today is the 13th and the order is still not reflecting......the order is still not confirmed. This is unacceptable and very poor customer service