Club Factory — im complaining about not getting my order

I orderad a stuff on 5 january 2019 having order id - so82553112. Transaction had been made from my account but the app is showing unpaid. On contacting your customer care number they use to say that there is no order placed and say to chat on faq. But there is no reply. I also got the e-mail for the order conformation. But the app is showing unpaid. Please help for the above.