I experienced exactly the same with Air Asia Indonesia some years ago. The payments were drafted from my credit card, then website crash, and no ticket.
In both cases I was not successful to get the money back from Air Asia. No communication was possible with their on-line bot, and in the second case second time it even was unsuccessful when I later went to an office of Air Asia on Jakarta airport. Useless efforts.
I only could get back the payment by contacting my credit card bank in Europe and reporting this as scam.
Finally, in both cases I received back the money from my credit card bank. However they told me that this depended on the goodwill of Air Asia, as I was the one who pressed the "PAY" button on the website.
Since this time, I stopped using Air Asia, despite before having up to 50 flights per year with them.