Order not placed

I app**** for adsl online and received a call from an afent the next day. All my details were confirmed and she said I would receive an order number. I waited until 12 the next day before I phoned due to not receiving my order number, the call centre line was not awnsered for 20 minutes. I then called back and was then told that the order was never placed as they could not trace an order linked to my id number. The agent then wanted me to redo the application via telephone which I plainly just said no. This seriously needs to get sorted as you are loosing client's and seemingly this happens often when I read some of the reviews.