Appalled with this lack of customer service

I ordered at 11:05 and I haven’t received my order. I called in the call centre an hour ago the lady said she was transferring me to the online service. My airtime cut and received any call back I called again an hour later I spoke to a lady named Lydia and she didn’t assist me anyhow and refused to give me her surname. She also transferred me again when I requested to speak to a manager and I held on the line for close to 5 minutes.