I recently tried purchasing a Dell XPS 15 on Black Friday, but the order was halted by my bank. So, I called the bank, who told me that it was Dell's responsibility to reprocess the order. Afterwards, I checked the FAQs and saw that it says I'm supposed to receive an email with instructions on what to do. I didn't receive any instructions. 

So, I reordered the item with the same deal, and talked with a customer service rep to ENSURE that I was supposed to in fact receive an email- to which they reaffirmed. No email. Order cancelled again. 

I talked to yet another customer service rep, who ironically seemed to know just about nothing regarding the customer service departments at Dell(name was Sairam G). I didn't know at the time, but he confused the hours/functions of the Verification Department with the 'Order Modification Team,' and despite saying that their(Order Modification Team) hours were 7am-7pm monday to friday, he contradicted himself a few minutes later and told me that they "were working today" (this was on saturday). According to him, this "Order Modification Team" would help me resolve my issue with reprocessing my order.

So, I called the number for the Order Modification Team, and what do you know, somebody picked up. Then, this individual referred me to the ACTUAL team, the Verification Department, and it's only after the rep tells me the hours they're open(7am-7pm CST) that I realize the original guy was actually also referring to this department.

On monday, I called them at 6:07 PM. I was told the wait might be 15 minutes long, but I ended up waiting an hour and 10 minutes and nobody picked up. Called them again today at 6 PM, waited 30 minutes and nobody picked up.

This entire process is making it seem like Dell doesn't want me to purchase their own product. And honestly, I probably won't, unless I get a response. Please provide an email or something I can actually contact so I can finally resolve this issue. Or better yet, help me solve this issue now.