Billed for a none existing phone

I ordered and upgrade on the 19th of May and I was told I would receive an sms to say my order is on the way... It is the 8th today a I still don't have my order... When I call the call center they keep telling me they are escalating since last week they said I would get feedback in 24 to 48 hours but I have not received any I go to their Instagram page and they tell me there is no order in my name... But I already received an invoice where I am expected to pay for an order that does not appear under my name.... What the hell is wrong with cell c even their Instagram people tell me I must wait for another 24 to 24 hours... What solutions are they giving me dololol