What is going on with MTN?

I tried calling, i went into the store and I e-mailed you guys so maybe this will work... Maybe.

Two weeks ago i upgraded via telephone, i did and was told that my device will be delivered in 3-5 working days. My debit for november was R300 extra but it doesn't show why on the app or statement and the mtn store couldn't see why or where my package is. I mailed and got a reference number and was promised a call within 8 hours... Guess what?.... No call. What should i do? I feel cheated and ****** from. Please help.