Croma A Tata Product - Credit Card charged but not sending the order

I placed an online order for a laptop on the Croma website (Order ID: EC************).
I did not raise any complaint or request cancellation at any point.
I later received an email from Croma referencing Ticket No. ************, incorrectly stating that:
A complaint was raised by me.
The order could not be fulfilled due to stock limitations.
A refund would be initiated upon my confirmation.
I verified independently that:
The same laptop is available at a nearby Croma store.
The laptop continues to show as available on the Croma website with delivery enabled for my PIN code.
The product also shows as available on Tata Neu, listing two nearby Croma stores (one being the same store reflected on Croma).
I received a phone call from Croma support, during which:
I was informed that the stock issue may be due to a technical glitch on the website.
I was told they would check with the local store to try and manage the laptop for my order.
Despite this, there has been no written confirmation or resolution provided over email so far.
A refund was attempted / proposed without my consent, even though the product availability is still visible online and in-store.
I have repeatedly requested:
Clarification on why the order was marked unfulfillable.
Fulfillment of the order via local store allocation instead of cancellation.
A written response addressing these points.