bad service

One of your consultant called me regarding a cell phone y5 she took all my details and promised to send me the delivery details as soon as possible however when I phone your call center they say my application is still pending and when i ask what is the meaning of that because i was approved as per telephone discussion they cant even explain it to me, i called them several time but am not winning ,on the 25thof july the debited my account, i called immediately and they told me that the solution is to do a reversal , when i tel them about the bank charges they dont care ...am still waiting to receive the phone that they told me that it was approved on day one .hence they debited the amount please assist me

Regards Peter Ramoshi ***