I paid Illustrator but got email that you don't have my payment

29 June I have bought the Illustrator and immediately I have got the message from my bank that the payment was done. But I can't start to work with the program. It gives me error 1001. In the evening 29 June the support send me the email that can't get my payment. I answered this letter with print screen of payment that it had already done. How I can start to work with the program or have my money back????