Appalling Customer Service

I am very disappointed with Telkom. I ordered a handset 3 weeks ago and they proceeded to debit my account. to this day no update or communication from Telkom(no sms, no email, no call). I have been calling their 10213 number and holding for no less than 16 mins per call to get an update on the order. The agents tell me different stories every time I call. I asked them as to the process to cancel the order and get my money reimbursed and they advised me of a nonsensical process I need to follow. I am at my wits end and frankly disgusted by the customer service and the turn around time from their online store, truly appalling service.

REF NUMBER: PMB ********** 2001