New Balance shocking customer service

I ordered a pair of shoes on Cyber Monday (26 Nov), the money was taken off my account yet I received no proof of order. I phoned the following day and was asked to screen shot proof of the money being taken from my account. Since then I have sent countless emails asking for an update on my order, I have been told that 1. I would need to be patient as Black Friday and Cyber Monday meant they were very busy. 2. It has been escalated to head office 3. I need to go and get a bank statement as proof (so not my mistake but I must find time to go to the bank to fix their mistake?). Since then I have not got any response to emails and they don’t even answer their call Centre anymore (they seem to always be ‘experiencing high call volumes’ and then you get told there isn’t an agent available to take your call at which point your call is disconnected. It has now been a month. I cannot understand how a well established, popular brand such as New Balance can conduct themselves like this. I understand there are glitches and mistakes but this is ridiculous.