Pre-Order and Cancellation of a Game

I bought Call of Duty: Black Ops Cold War on September 6th, and it was charged to my debit card, and I got an email telling me my transaction went through and a confirmation number. Within days I realized I did not purchase the right one and went to my order
history and hit cancel, because that was the only way it showed to get a refund. I never got it and I kept waiting.

Fast foward to days before the release of the game, and I called Xbox Support and the lady told me I never even got charged so she couldn’t help me. So I just got robbed by Microsoft for $63.99, and I can’t even access the game? I can’t redownload, or do
anything. So now here I am, asking anyone for help or advice as to what to do now, if there’s even anything I can do, to either be able to access the game I bought, and was charged for, or be able to get my money back. Thank you in advance.

:)