6 weeks of waiting for cellphone device

I have app**** for a device from Telkom online store 6 weeks ago. An agent called me and finished the application over the phone, I received an sms on 22-10-2015 telling me I have been pre-approved and they took money from my account on 23-10-2015 . Ever since then I have not heard anything from them. And they said delivery takes 5 to 7 working days. However, its a total of 6 weeks now waiting. When I try calling telkom, I am transferred from one section to another and they put me on hold for over 20 minutes. please help as this is a frustration not joy for me as the device was meant to be my wife's birthday present which past 22 days ago.