Pillar, post and back

I ordered a base set on the 11th of November 2020, today it's the 19th of January 2021, my account balance includes the R6000 for the bed but the bed is yet to be delivered. I have made numerous phone calls to the customer (dis) service centre.

Home choice consultants are saying it's not their problem, the problem is with the courier (my contract is with home choice, I don't even know the courier)

Yesterday I asked the consultant to cancel the order as I am being charged interest on something that I don't have her response was...

1. Why am I worried about payment, the instalments will only start going off in February (yay lucky me)

2. The bed (or the mattress) is already on the way back to the warehouse as the courier couldn't locate my address ( I've bought over 50 items from home choice on the past, and they always find the address) must be my unlucky day?

4. There's nothing that she can do for me, I need to wait 7 days as she's only a consultant who is now gonna escalate the matter to 'the relevant department' (why do you call yourself a customer care centre if you cannot assist customers??)

It's been that long and I'm constantly being sent from pillar to post, all that I'm asking for is the account to be removed as I now have confirmation that the bed is on the way back to the warehouse...