Service agents not equipped with tools to actually help

Tried to place an online and the payment failed. The order wiped out my online store credit. Over 35min on the phone to multiple agents only to be told there is nothing they can do but escalate it which will take 2-3 days just to get the credit reallocated, so I will not get my order in time. It turns out systems faults result in zero help. How do you expect your agents to be helpful and service the clients when they have no ability to action anything themselves?