Billed for items I do not have

I purchased items from Ellerines last year on credit. A TV, Dstv and an iPhone. The iPhone being the most expensive item on the list. I took delivery of the items a week later only to find that the iPhone had not arrived. I called in to find out what the matter was and the manager of the store said to me that they are struggling to have the item released due to a conflict between the supplier and the store. Long story short, Ellerines was closing down and that is why the supplier did not want to release to iPhone to them. Now I receive a statement every month, while being billed for an item I do not have. I've sent in document after document to African Bank and each time they say that they will escalate the matter and get back to me. To no AVAIL! I have stopped my debit order and will not pay anything to African Bank until the problem has been resolved. I am extremely annoyed at how pathetic the service has been at branch and call centre level and I am at my wits' end having to explain my story to each call centre agent who calls over and over again for over a year already.