Failure to deliver

Failure to deliver after paying online yet they want to bill me for the product I never recieved I tried doing a follow up with no success they transfer me to department after department until my airtime gets depleted they always say they have escalated my query everytime I call but nothing has happened I don't have the product but they have my money and they have activated the contract now I have to pay for what I don't have all I want is my money back so that I can buy the product from other reliable stores