Zero customer service, not delivering on service paid for

Got a quote online and paid for saturday collection, almost R500. 16h45 I sent a whatsapp on the whatsapp line with the waybill nr and all the details, they reply and ask for the reference nr (which is clearly on the waybill), but I give them the reference nr.

2min later they respond stating ‘you need to wait for a response till following business day as the relevant department is not available’

So much for paying a hefty charge for a saturday collection!!!