Payment glitch through the 'retry payment' button, order cancelled and not receiving a refund as well

I made a purchase for an order through a quotation which I received via email. The payment was through debit card and it failed as I did not enable online transactions on the card. I checked with my bank and enabled the setting and checked out the dell website under 'My Orders' where it was showing that the payment failed. There was a' Retry Payment' button, I clicked on it and completed the payment and this time it was successful and the money was debited from my account. The problem is that I didnot receive an order confirmation email like the website said. Instead I got an email saying that my payment needs to be completed within the next 12 hours. The Dell website under 'My Orders' showed that the payment was received and the order is being 'processed'. After a few days the order status shows as 'Cancelled' ( I didnot cancel it). I got in touch with the Dell technical support team via email and phone call but all I get is "our finance team has reviewed your case and we have not received your payment, please check with your bank if you received a refund" . This is extremely frustrating as it's been more than 15 days and neither have I received a refund nor is my order confirmed. 

I have seen other complaints in this forum for the exact same issue, its a shame that there is no resolution for this. This is not what I expect from Dell when I buy their products.