Bad Customer Service

I did an online application for an IPhone SE around June , the debit went off on the 28th June. I never received the phone to this day. Called the Customer care , what a waste of my time . I was sent from pillar to post , I've been requesting for my refund for 3months now. Visited the Telkom branch this past Friday , they said couldn't help me because it was an online application so they can't refund me . Which doesn't make sense really . Every time I call Telkom they give me case numbers but I never get my money back , the last case number they gave me was ********** 2. Something really needs to be done about Telkom they provide a bad service and their call centre agents don't have Customer service s****s they are rude and not helpful at all.