Unacceptable service and ******* debit

I signed up for the DStv price lock and I was told that it will be delivered within 7 working days.its now more than 3 weeks going for a month and it’s still not delivered, every time I call Dstv they tell me the issue has been escalated and a consultant will call me but they don’t call ,now they debited my money but I don’t have the package, this is unacceptable, please assist with this ***