Application done-debit order processed but no device received

I app**** online for a mobile device two weeks ago.A consultant called me and the application was approved.It has been two weeks and I have not received an email confirmation or contract.The consultant did not explain to me that a debit would go though before i receive a device.Even though that happened i requested that the application continue.I have phoned numerous times to the call centre to check on my application but each time i phone they say someone will call me but no one does.The one call centre agent said that they are waiting for someone else to create a profile for me.I cannot understand how I can be debited but I am still waiting for a device and no one can tell me when i will receive my device.It has been two weeks .This is terrible service.Can someone please assist me?