Order kept and not released

I placed an order and already paid upfront , avon is not realizing my order . When I call the customer care line I was referred to a collection company and was not assisted . The lady at the collection dept confirm that they can't see anything on their side as their system is off but payment is reflecting on my avon app and avon also confirm receipt of my payment. What I need is just to be REFUNDED or my order to be delivered .