Appalling service - FOREX

I ordered currency last week, marked delivery for 10h00. Received a text message at 08h00 today to inform me that my delivery is will be made between 13h00 and 15h00. NO call, no explanation, just an expectancy that one would be available, yet, pay for the service of delivery that isn't being done when one has selected. Then when calling in to the call centre, I get transferred to 3 people who are unwilling to assist and would rather transfer me to the person managing my order, when it is transferred, after 20 minutes on the line, wasting my time and money, the call is cut - this is appalling service.