Made a pre order, upfront cost left my account, no receipt or copy of contract provided.

I have been with ID for a long time and my recent experience is damaging my trust and opinion now of id.

I have made a pre-order for the s24 ultra 512gb with claim to a free galaxy watch 6. Upon completing the order, I received an email stating that this is going to be processed and I will be updated, However, I never received an email receipt for the upfront cost or copy of my contract.

It is now the 3rd day, contacted live chat everyday, 3 times now since ordering, asking for this, they just keep advising this will be sent within 48 hours initially, however today it has still not recieved a receipt or copy of contract. Contacted live chat again today, again saying i will get it tomorrow, they cant even give me honest timeframes and this is concerning.

I have received an email today saying that my order is processed and I will receive tracking info shortly, but still no receipt/ contract, keeping in mind the upfront cost has already left my account.

Live chat cannot help me, is it normal practice for a large company such as id to not provide receipts or copy of my contract? Surely this must be against some sort of customer/consumer rights. 

I just want confirmation of my purchase is that too much to ask? After reaching out to live chat 3 times for the same thing and no result is really concerning, how am I even supposed to prove i purchase this? Its scary to say the least. I hope someone here can help me.