No feedback on delivery

Require urgent feedback on when my order is going to be delivered I received a mail confirmation that payment was received (it has gone off my account as well) but when I track my order it says awaiting payment confirmation

I placed the order on the 5th December and still have not received it. I require this item before the 16th Dec as it is a gift

I have called your call center twice and held on for 20 min NO ONE ANSWERS EVER