This is one of those irritating issues where you (as the end customer) is basically being dicked around by two companies and it is not clear who is to blame.
If you can prove that the money has left your account (bank statement) you need to find out WHERE that money has gone as it sounds to me as though you may have been scammed. If your bank confirms that the money has gone to Craphone Whorehouse, then you need to GO to you nearest branch and face them with the issue and the evidence. If you cannot do this, then go to your bank and report the transaction as being fraud in that you have been defrauded of your money and not being given the goods that you paid for.
One final note here - this company is rapidly becoming one of the worst with which to do business and I would strongly recommend against any transaction with them. The owner should be ashamed of this situation and DO something about it.