Booked collection online 9 days ago, not done

On the 9th of December I booked the collection with reference ***. I received confirmation via email and assumed everything was fine and the collection would be done. 9 days later no collection was done and nobody bothers to contact me. I tried calling twice, customer service is always busy and I can cut off after a while. Why do you even bother having online collection requests for cash customers if the whole system doesn't work?