My Flower Tree — deducted my money online but didn't delivered cake

I had placed an order on 8th march, 2019 and the same had been made. But still it was showing the payment was pending. I had spoken with mr. Tejas bhutani and i had also send the screenshot of my netbanking from where the money had been deducted from my bank. I didn't got the reply for the same.
This is the fraud case? I still haven't received my money back and not even my order was process.