Bad service

My cousin d9es not have a phone so she ordered a phone online with Telkom, it's been 2 weeks now she only received the sim card n was billed for it but no sign of the phone, she phoned Telkom n they said theres nothing they can help her with... I mean what nonsense is that??? They are the service provider if they can't help her who will?? Please assist ASAp coz she cannot pay for something that she does not have. Her number is ***.