No customer service

I placed an order online and have not received my order yet. I called the customer care department and I spoke to Rene, who advised they do not have stock of the item and not sure when to expect stock. I advised that I would rather cancel and buy a tablet in a store. She were to process the cancellation and send e-mail confirmation on Monday already and nothing to date. When calling the customer care line, you hold for longer than 30minutes and when it rings with an agent, the call disconnects. Tried 6 times. I just want my money refunded soonest in order to get my 8 year old a tablet to receive school work upon. I can’t let him use my iPad all along as it’s expensive to replace. Please assist me as I’m really gatvol by now