No follow up after escalation after online application

After applying online and approving my order (18th Nov), an initial debit was deducted (24th Nov). After numerous calls to the call center (sales department 10213) i was told the order was not captured and an email will be sent escalating the issue. However there was no feedback untill now. Everytime i call im on hold for more than 30 minutes. The issue was escalated three times already and still no response. I've asked to cancel the order but nothing is done. In store they could not even see that my order was placed. Worst online service ever. Three weeks to get feedback on delivery is ridiculous.