Disgusting "service"

Most useless service ever. Ordered other app, went to track my order which has disappeared although I have an email with a reference number. Called the helpline (from my cell phone) was cut off. Called again and was told I was at the wrong department and would be transferred. Held for ages and was AGAIN cut off. NO customer service whatsoever and what has happened to my order placed and paid for on Wednesday 12 November???