Poor Customer Service

I have no words to describe the level of service I have just experienced from game online. I ordered an item on Friday, 23rd November and I changed my mind and sent an e-mail for cancellation and refund on Sunday. Monday, 26th I called the call centre to make sure the order was cancelled and the agent confirmed that it will be processed and my refund will be done in 10 days. Monday evening I get a call from a delivery guy telling me he is at my house, I told him the order was cancelled and I am not at home. Tuesday morning I called again, went through the same process of explaining myself. Today, Monday 3rd I am still holding for 36 minutes now trying to explain myself for the third time. I have requested to speak to somebody senior, but I have yet been put on hold for 36 minutes and still holding. My airtime and my time 40 minutes on the call! I am so sick of lack of customer service in retail industry!