Bad customer service

I have been using this company for a while to send groceries to Zimbabwe and everything has been fine until recently when I paid for an order via eft and did not get any confirmation that my payment has been received or being processed at least. The following day I logged the complaint on their whatsapp platform of which I was asked to send POP of which I did. I then got a msg that my query has been escalated to the relevant department and that was around 7am. I waited till I called again around 9 am and was told the query has been escalated and since I paid via FNB it will be resolved shortly and I will get a call from them. I waited till 12 noon and called them again only to be told it takes 24 /72 hours for such issues to be resolved, What kind of service is that. The reason we opt for this is the efficiency and now where is the efficiency if it takes 72 hours for a payment to be verified. I trusted their services but after being treated like this I wouldn't recommens andone to use them. Your customer service is very bad