Appalling customer service

I placed and order on the 22/08/2019 and in error i didnt put my order number as a reference, i instead put my name and surname, i have been in consent communication with customer service to let them know that of my error , my gosh what a run around no one can give me a clear answer all i have been told that is escalated to the relevant department and i will get feedback once they allocate my payment, what is so hard in taking my payment and allocating it to my order. I have had no help what so ever, i have tried telling the consultant that the order might be delated to no avail.