Club Factory — balance withdraw from my clubfactory account without my knowledge

I have got refund amount around Rs. 1600 against return of a product which was reflecting in my clubfactory account, I have not withdrawn it because i have to order some another product. When today i was trying to place order no money was there in club factory balance, somebody or may be internal staff have withdrwan it. i have talked with customer care, did live chat, but they are of no use, they told me a no to contact who has withdwarn money([protected]). i have not withdrwan this money nor i received any otp or mail intimation regarding withdrawl. Please help. this is fraud or say inernal farud.