Bad service

Ive app**** for a cellphone contract online at telkom in february..the sales lady i spoke to told me my account will be debited in 24 to 48 hours and the order will be delivered in 5 working days. we in March and the package is still not delivered and my account is already debited,so i decided to cancel the order with them and will rather go to the store. Called their customer care last week on the 8th,the consultant i spoke to told me that they will NOT cancel the order,i then requested to speak to the manager who also said she will NOT cancel the order. I told her that i will take this matter to ICASA,then she said she will cancel the order from their side. I went to the store today around 10 a.m and they told me that the order is not cancelled. Telkom service is pathetic,when i ask the store to call customer care they told me that they cant call them but they can send a call back with my number and i will receive the call in 5 minutes...it is 6 P.M and im still waiting for the call. what annoys me is the fact that they debited my account already, i dont have the handset or the services and they dont even want to cancel the stupid order.I dont want that order..it must be cancelled immediately.