We send our customer an order confirmation email after he places an order. And we send our customer a shipping confirmation email after he pays for his order.
In your case, I guess something went wrong while payment processing and you didn't pay with your credit card successfully. You didn't know this so you did nothing, and to us, of course that's "inactivity from the customer".
I'm sorry for your unpleasant experience with us, but I think that's just a result of bad communication. I'll urge our customer service people to do better in the future.
Thank you for letting us know your opinion.