Money taken but no video?

Hi all just looking for advice cause the website wasn't very clear.

I requested a video for my partner but the 7 days expired then the 3 added. Its for Christmas for her and she's incredibly excited for it. I got an email saying its expired but the celeb would like to do it for her so i put a new request in. The money has been taken from my account but no video still. I did all this via the website not the app.

I'm getting worried now and feels a bit like a 'scam' do i need to worry or is this normal? shall i still expect the celeb to make a video now the funds have left my bank?