Game online is a ****

I paid in full for a Playstation 4 bundle that was on special on the game online store it took a few days for the payment to go through (that alone was already annoying enough) I counted 5 business days after that waiting for my stuff to arrive on the 6th business day I felt something was wrong and called game online support I asked them if they could track my package because it was only supposed to take 3 to 5 business days they asked for an order number which is perfectly normal but I did not get an order number which they where supposed to email to me i checked my messages and my email even my spam folder and everything but there was nothing there I asked if she could check the order using my email address and she said that there was no order placed even though the money was taken out of my bank account by Game she said she can't help me without the order number and I still haven't got a refund or anything