Poor service delivery from call centre agents

I purchased some items online however it seems there was a glitch with the app so when I check the items I order they were incorrect and I tried to cancel the order on the website with no luck I further went on to try and cancel the order by calling their online department I spoke to an agent how Name is Naso he was very rude and hostile he kept me on hold for more than 15 minutes he was not helpful at all he I am still not sure if the order was cancelled or what is even happening with my account because I got multiple notifications alerting me of purchases that went through but I didn’t make the purchases I am not at all satisfied with the service I received the agent said he would transfer me to the accounts department cause he can’t help me after a few minutes of being on hold waiting to get through to the accounts department the call was just cut off!!