Club Factory — money deducted but order expired

I placed an order at club factory on 23rd September and it was a pre paid order where my payment was successful. Now I see that the order is gravely delayed and the payment is not successful. I tried contacting the customer care, they asked for the screenshots of my amount deduction page and I never heard from them after sending them the required screenshot. Now I'm not being able to cancel the order even though it has not been shipped nor can I get any information on it. I've never had such a deadly experience with any site as this one. If I don't get my money refunded ASAP, I will be bound to take legal actions against them. I'm attaching the screenshots here for better understanding.