Pathetic service

i have been a loyal customer of home choice on the 237 Dec 2019 i ordered a sandal online an i have not received my order until today but they have debited my account for something that i have not received i have phoned the customer care and i was told to hold on while the tracking my order and the lady hang up and never called me back instead they phone me every day asking me if i want to order i am so disappointed with them i want to cancel my account