Irritated by UNPROFESSIONALISM!!!

I ordered a phone online and on Monday(11/Feb/2019) a Tshepo called me from ********** to start with the contracr application, which then was successful. Tshepo said that the phone will be delivered on Monday(18/Feb/2019), to which it wasn't. No one called, from Telkom or the courier company, and I have not even received any invoice or email to confirm my order. I called 10213 yesterday(18/Feb/2019), twice, and I was holding for a very long time. 1st for 7 minutes(NO ANSWER) and the 2nd time almost 20 minutes(STILL NO ANSWER). Today(19/Feb/2019) I called again and my call was only answered after holding for 14 minutes. Spoke to a Warren, to whom I explained what my ordeal was. He asked for my I.D. number and then after a few seconds he then said that the system was offline and I must call again tomorrow because the system might be back online. I asked him Why must I be the one that calls and not TELKOM, to which he said that the centre that I called only has incoming line and can not phone out. Like REALLY???