ORDER NOT DELIVERED

I made an online order on the 30th November 2020(Tracking No: OFT1T***2),the order was divided in to 3 parcels, I received the first two parcels however I have since been waiting for the third parcel. I called sometime the beginning of last week and i was given the ref. no. ***9 but no one came back to me with regards to my query. I then called again on the 8/01/2021 and I was told that the person dealing with my query was on another line and will call me in an hour, it has been a week with no one calling me and giving me feedback. I am not impressed with the service I am receiving.