Why are my orders still pending after 5 days?

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I have 5 orders pending over 5+ days time now, they didn't get an email after purchase and my customers have claimed that the money came out of their account. I haven't received the money, still pending, and I issued a refund for two of the transactions but those are pending as well but it is still pending. I'm assuming I'm not going to get it? I need a reason why this is happening.