eBooks purchase always problematic and useless service

I ordered an eBook from Takelot today and while I did pay and the book appears in my digital library, it is not available for download. This is the 2nd time that I experience the same problem with different books within 7 days. There is no way that one can make contact with an agent and the process to log a call is obscure. In contract, I per-ordered a book series at Kobo. They accidentally advertised at only R191 and when the book became available the correct price was R1470. They accidentally overcharged my card account and the payment was declined. I got in touch via their chat service (easy peazy) and they apologised and gave me the book for FREE. Guess where I am buying my ebooks in future.....Kobo is King