No Management Available to Process Request

I requested a quote on two product lines. A CD is normally dispatched when payment is confirmed. I explained to the operator that I did not have a cd player on my machine. I requested either a flash disk or a link to download the necessary files be sent on payment. Bothwell, the operator first confirmed with his product manager that the price of shipping will be removed and an invoice will be emailed, less postage. I received the tax invoice, with same shipping amounts included. I've been querying the invoice for 2 days and still cannot get a response for my request to be processed.