Contact the credit card bank and dispute the charge.
That will put the charge on hold until this gets sorted.
On November 2016 I purchased an Alienware Aurora R5 from Dell site, soon after I got hurt bad with two herniated cervical discs so priority told me to cancel my order, that was on Nov. 28th, mainly because of financial reasons. I never received the equipment by the way. Well now it is January 29th, 2017 and I haven't received refund from Dell despite many communications with customer support, the only response I have from Dell is "refund is waiting for finance department approval". I have already made the second credit card payment . Seems to me like Dell either is stealing from me or more likely does not care, so buyer beware if by any chance you need to cancel your order.