Was charged twice but money have not arrived

Hi! I’ve got a problem and would greatly appreciate help :) Today I’ve tried to top up my mobile. Since o2 mobile app does not work, I logged in via website and tried to do that there with my bank card. My bank account was charged for 20 euros but I’ve got an email that top up was unsuccessful and I need to try again. Money did not arrive obviously.

Then I tried to top up with Aufladen.de as I did previously. Same situation: 20 euros charged, no money landed on my balance, website writes ‘delivery is still ongoing...’. All information I used for orders was valid. 

How to fix that? 

Thanks in advance!