Toys R Us poor service

Badeste online service ever! I ordered online and you didn't receive my payment. Payment did go off at my bank, but YOU already cancelled my order... Now the bank doesn't want to release my money, because you can't give me a letter stating that you cancelled my order and didn't receive my payment. How can a big company like Toys R Us not give me proof on a letterhead that the order was cancelled on your side????? Why can't you send me a letter, but when you order you get a invoice?