Horrible service

I'm beyond angry, I place an order then.my.order doesn't appear under my orders but my voucher is redeemed and allegation the app. I call in to.query this and ask the service agent to cancel, he tells me he can't another department attends to such queries, I ask him to transfer me he tells me he can't I must use the help function on the app. I go to the app I get to help I'm given options and that relates to my query is not the and there's no option for "other " to write my problem.