Shocking customer service

I've been trying to get my query resolved via their WhatsApp portal, to no avail. A few days ago I received a message to say that I'd be connected to a live chat agent asap. An hour went by and nothing happened. I've been trying since 08h11 this morning, Edith acknowledged that she was looking into my inquiry at 08h17. It is 30 minutes already and I'm still waiting. I even failed to get through to their customer service via phone call a few days ago with no success. How do I get hold of these people? My tracking number is ***