Money paid for order but no delivery was done

I ordered shoes on the 24th November 2017 amounting to R3900. There was no response to say that my order has been couriered. So I called them about 5 days later then the consultant told me she will follow up and get back to me but never did. Then I called the next day before getting through my calls were being dropped, then I decided to send an email then a lady by the name of Nuraan Brown sent me an email saying she has been trying to get a hold of me, which was not true no one had called me. Then the email said I must send them a copy of my identity document and a picture of my bank card as it shows that I have used a foreign account. I had made orders before and had received them from Spree and they never asked for these documents. I use a Standard Bank account and they know that. The money has gone out of my bank account then why are they asking for documents unless my bank was requesting for these documents then I would send them but it’s not my bank that is requesting for them as money has gone out or debited by Spree. Only today 5th December that I even get this email almost 2 weeks after making the order, that is terrible service and I would not have received any communication from them if I had not queried the issue. I am really disappointed and I do not think this is how customers are treated. I have not received anything and I will not send any documents cause you have taken my money and I want my money back cause Spree is not treating customers well.