No SMS to collect goods

I also placed an order on the 27th of November and paid for it. Yet I have not received my sms with my pin to collect. On my first query I was told that I would receive my sms at the latest on Monday the 4th. It is now Wednesday the 6th. I call again 20 minutes ago and this time Sibusu or Sibusisu (did not give his name properly) told me that there is a technical error he will have to check with IT. The order shows that it was canceled but "nobody canceled it" - that was his words. He promised to call me back. A guy called Etienne called me back at 12:41 on the 6th ensuring me that my order has not been canceled and that it is still active. Today is Friday the 08th I called him on the number he called me from ********** but no answer. It is now 11 days since I placed my order and still no sms to collect my order which has been paid for 11 days ago.