Lost device

I took up an upgrade as my contract was ending Nov/Dec with Telkom via selldirect, on that note I took another cellphone contract for my daughter(Samsung A11) and for my upgrade it was a Huawei P40lite. Only a Samsung was delivered to my house and their system is showing that they delivered 2 cellphones A11 and P40lite, I've been calling Telkom to enquire about the new phone I took as an upgrade and all I'm getting is they will send an email to trace the phone. I don't get why their system shows that 2 phones were delivered whereas it's just only one phone. I phoned selldirect and they always tell me that they will callback before end of business day, so today I got an SMS from Telkom reminding me of the amount they gonna debit and that Includes the new phone that I didn't receive. IRS going for two months now and I requested to also cancel the contract they claiming its active. This is my worst experience I've ever had Telkom/SellDirect are big ********