Dishonest and uninterested employees

Can't get hold of the call centre all day, was on hold for 7 minutes. The drop off centre seem to have ****** my item. I would like to cancel my entire order if this is not attended to urgently

Email sent to Superbalist, no response I returned an item to your Fordsburg warehouse on the 06/4/2019 and called your call centre twice to ask why I haven't receive confirmation that it was received. I was told to wait 7 days for it to be processed. My return has now been cancelled? Does this mean I paid for an item which you are in possession of and I am being **********?