Club Factory — payment has done, but order didn't confirmed

Address:

caterpillar limited, 560066

Hi, i have made the payment on 13 feb, 2020 for order no: so[protected].
But order is not placed yet. Club factory people are saying they didn't get that payment. But i have contacted the bank regarding this and they said that payment has transferred to merchant. Now clun factory team is saying that issue is escalated and investigating for last 9 days.