Took my money and don't deliver my item

I purchased a shoe online using my credit card on Monday the 9th and received an email confirming my order. A few days later I sent an email to customer service requesting when will my item be delivered. They responded to me saying I should send them proof of purchase and a bank statement that shows money went out of my account. This is so ridiculous. Firstly how does forever new process an order number to me if I didn't pay for the item. And secondly why can't they check their bank accounts to see that they have received my money. Such unprofessionalism for such a pricy store.