Communication is unknown at Game stores

I bought items online from Game, I had signed in as a guest but they had my email and number. My order arrived and when I opened it I noticed an item was missing, I then had a chat with an agent who said they will send me a mail to attach banking details and arrange for a refund ashe missing item was out of stock with the store to sent the mail and to this day there has been no communication from Game. I don't understand why their communication is nonexistent what kind of nonsense is this am I expected to question them of the progress on a daily basis. You can really do better than this Game