Game online orders aren’t fulfilled

I’ve ordered twice consecutively from the game online platform and my orders are not delivered and after calling the contact center numerous times after the status on my order is not updated with the progress of the order, I receive no feedback and thereafter my status changes to cancelled. My first order I expressed that I wanted an clear explanation for this poor service and was informed that the matter is handled internally yet a repeat of this. I’m sincerely annoyed because the items I’ve been trying to purchase are essentials and I’m left with such an inconvenience.