None Existent Online Sales Service

I have pre-order the iphone12 on the 11th December as my upgrade and received a reference number. After plus minus 15 calls to *** I was transferred from agent to agent and no one could assist me with a simple query. I am horrified that in this current day people still do not understand customer service! Should you not require my business, please be so kind and let me know. After more than 13 years of being your customer, it is very very sad!