Lost order and unwillingness to cancel the transaction - Ackermans Online pathetic

I have had the worst experience with Ackermans being an account holder I must say this leaves a bitter taste and makes me want to pay off their account and not ever bother with their terrible service delivery. I bought some items on the 29th Nov 2024 online platform. On the 3rd I received a message saying my delivery was on its way to my selected store for collection. That was the last time I heard anything from them. The link given to track my order shows no information. I called on 12 Dec 2024 to understand what the hold-up was. I called 4 times each time always transferred to a number that wasn't working (the call would just be disconnected). Then I decided to go to the nearest store (Parys) on the 13th of Dec and the friendly manager helped me call them I eventually spoke to Busiswa who said that they would need to contact online to hear what happened my parcel. I explained that I no longer wanted the order as I believe its lost, they should rather cancel the order. She said that they cannot cancel the order themselves, the parcel would first need to get to the store and the store could help me cancel the order. She said that the parcel would be in Parys in 72hours which would be on Wednesday (18 Dec 2024), I can go to the store then and have it cancelled. When I asked how it would get there if we are not able to track where it is, she said online would attend to my issue. On the 18th I went to the store and the manager told me the parcel had not arrived. We called again and spoke to Awethu who explained that they are not able to help me as it was an online transaction, they have to wait for feedback from e-commerce. I asked whether it is fair to expect me to pay an account for things I don't have in my possession? To which I only received an apology and no definite answer when I would be helped. I requested to speak to a supervisor and I was put through to Tasneem who explained the same thing but promised to contact online the same day and send me an email with feedback before the end of business on the 18th. This email never came through. I only received a call from Awethu yesterday (19 Dec) telling me the feedback is that Online has not responded to their email yet.

So I ask, is this the kind of service customers must accept from you @Ackermans? Your team lost the parcel, yet I am struggling to get you to just cancel an obligation you couldn't fulfill. Driving to the store more than once to try have this resolved and still no joy? Please just cancel the order and update my account!!!!!