poor online site and uninformed customer service consultants

I can't begin to express my dissatisfaction. Especially because this is my second unacceptable experience since September this year. I was making a purchase online, the OTP submission is showing as still running o the clicks site but on my banking app the money is already deducted. I called customer service center on ***and opted for online shopping assistance, a lady who reached my call (Amkelo if i heard the name correctly) sounded like someone who doest have a clue on how to assist me. She concluded by saying I must leave the page running and call again after 17:00 (now i'n even thinking she new she would have knocked off). i called again several times after 5pm as advised, eachtime a consultant answer the phone it either cut off or they would no response on the other side of the line. i called the other number ***, the consultant who answered said she is transfering me to the online team. i dont understand how coz when i selected options i had selected online assistance. Her transfering me was sending me back to the main menu where the automated response kept on asking me to select either clicks or the body shop, for a while I was selecting this option without getting any further.