So Stupid!! So your systems are slow but very quick to "test debit" my account without refund or giving information??!

So we bought a cellphone on contract. And they apparently do a test debit to see if your account is viable to debit from. This is supposed to be refunded to you. It wasn't refunded to us! Okay so I want information about the phone I purchased, and call the sales department, and they cannot help me. Apparently I'm supposed to get through to another number, which they give me and I dial, and the phone keeps ringing and noone answers! So I call them back, go through many channels and departments and all they can say is that they're system is slow and I should try phoning another number, OR JUST WAIT. So when I call for information or help, I gotta dial 10213, option 1, option 1, option 3, and let it ring for half an hour without answer?! So your systems are slow to help but very quick to debit my account without refund or information! This is nonsense.