Purchased a computer, was charged and says payment didn’t go through

This exact same thing happened to me just now, on a computer. Why do they even have a “retry payment” button on your order on their website if it messes up their whole system if you use it? Now I’m in a “no man’s land” with no clarity of what’s going to happen with my order. 

I ordered a computer but my bank declined with fraud concerns, and required that I verify it was me. I contacted my bank right away, confirmed it was me, got the fraud issue removed, and logged into my account on the dell website within 5 minutes of my initial try. I found my order in the list, and hit the “retry payment” button. It then showed the payment went through and my order on the website was updated to say that payment was received successfully and my order was in process. The funds show as being debited from my account, but they never updated the order to “confirmed” and never emailed confirmation or a receipt. 

The next day, I received an automated email that Dell had retried my payment 12 hours after the initial fail, and it failed again. Yeah, because you already took my money 5 minutes after the first fail. I called Dell’s customer support and all they could tell me was that their system showed the payment failed and they didn’t see any record that it went through the second time, despite their own website showing me that it did.  They told me some other dept would look into it and email me something in 4-6 hours. Gave no other options or information. 

So now I have no money and no computer. :( Waiting to hear from Dell, knowing what was going to be a quick order is going to be a long drawn out process where I have to fight to get my money back, and wait for it to show up again, and then probably try to place it again (hoping the system doesn’t repeat itself). 

Maybe I should have ordered somewhere else. :(