Bad service and lack of communication

I bought an e-book on Sunday the 8th Nov 2015. I was unable to access the book due to lack of clear instructions. I desperately needed the book that day. I phoned the call center for assistance but they have no consultants available on a Sunday or no emergency contact/email (despite having the service available on a Sunday). I NEEDED THE BOOK DESPERATELY! I phoned 8am Monday morning and spoke to consultant who was very eager to assist me and said he would sort out the problem and call back. He did not. I phoned again and spoke to another consultant who said he would fast track the matter and get the consultant to call me back. He did not. I phoned again and still was not given any feedback. I phoned at 8am on Tuesday morning and spoke to the same consultant. He assured me my problem had been dealt with but due to lack of communication he didnt phone me back. He stated my order had been cancelled and that I should receive a refund. I did not. He said he will call me back in 10 minutes. It has been 1 hour and 40 minutes. <br> <br> I would never has used their service if i knew their unavailability, lack of clear instruction and lack of communication. I am highly disappointed at the service.