Citrus Payment Solutions — Order placed with Zara 2 months ago- I received an unhelpful mail from Zara

I had placed an order with Zara on 12th of September.
I had contacted citrus regarding the same and I was told via a reply to my complaint that the payment had been successful towards Zara.
Further I contacted Zara a week ago and they sent me a mail as below

“Thank you for making your purchase with Zara.com.

In regards to your order number [protected], we would like to inform you that after checking, we did not charge you the amount of ₹ 3, 780.00. In this email, we attached a proof as your reference.

Further, please be informed that the from the refund proof it has mentioned that the payment is SUCCESS ON VERIFICATION, it does not mean that we charge you.

We apologize for any inconvenience caused to you and we hope you find this information useful”
Kindly let me know what the problem is.