My order is not in My Downloads

I made an order recently and it hasn't been appearing in My Downloads, even after refreshing a few times. Can this be rectified, please? Thank you.

We will be sending you an email regarding this issue.

Thanks,
cos

I received the email and asked for a refund. I was told in the email that the card was not charged. However, when I checked the available balance, my balance was not back to where it was. Can you fix that problem, please? Unless you plan on giving me my downloads, I want my money back. Thank you.