disappointing customer service

Interacting with MTN is one of the worst customer experiences I have ever had. I ordered an LTE router from your website on 28th August, I confirmed the delivery address and proceeded to make payment which was taken off successfully. I received no confirmation via email or text, only a payment confirmation that the money had been debited from my account. On the 29th of August I received a call from an mtn consultant who told me that they were enquiring about my payment for the router I ordered, the call cut and the consultant didnt call me back. I then called your call center and received no help at all as the call kept cutting. I walked into your store at the Kolonade mall today and the first thing the consultant said to me was "this is why we tell our customers to not use our online platform" because suddenly no one can trace my order or my profile, so my question is, who called me on the 29th ??? I am now expected to run around seeking confirmation from my bank that the payment was successful, this doesnt seem very fair. Why offer an online platform that doesnt work? I made use of the mtn website, however your consultants were very quick to say that the money deducted doesnt go to MTN, it goes to another service provider....how is this my problem?? I utterly frustrated and just want my money back now, because this is becoming frustrating. I have an order reference but no one can assist me, so what is the point of all these reference numbers if none of them are completely useless for tracing my order.