No contact from support, order status is not changing

I have ordered https://www.dell.com/en-us/shop/alice-madness-returns-the-cmplt-col-pc-gaming-electronic-software-download/apd/a9827406/gaming-gaming-accessories. Paid for it, I was charged, but the order status is pending for a couple of days already. I've tried creating two support requests and both of them are just: "No support request details found. If you have just created the request, please try again in a couple of hours." even though it has been days. Am I suppose to involve police in this?