Billed for a device not received

I app**** for a laptop deal online on February 2019 which was approved. Unfortunately my laptop could not be delivered as the delivery company kept going to the wrong place. Needless to say, I had to pay pro-rata for the laptop which was deducted in March 2019. In April 2019 after receiving my invoice, I logged a dispute with Telkom as I was charged double for a device that I have not yet received. The issue was not resolved as the billing department indicated after deducting the amount that it was not there issue to resolve.Your query will be attended to. Your case number is ********** 5 will be attended to. I was adviced after phoning Telkom that I need to go to the store to get my issue resolved. On Saturday I went to the Southgate branch, my query could not be resolved as the consultant did not know how to resolve it. I was advised to sign a cancellation form and another case was logged. A consultant from Billing phoned me, informing me that it is not a billing problem if I did not receive my device but a sales issue. A lady from sales informed me that it is not a sales issue of I did not receive the device as it shows on the system that the device is active. I was advised to logg on to the Telkom website and cancel the laptop deal and then a consultant will contact me back to find out why I am cancelling. Up to date, still no call from Telkom. My next debit date is on the 15th and my account will be debited more than double my contract plus additional costs. I am billed for a device that I have never received or used, and Telkom seems unable to assist me with this problem. Your query will be attended to. Your case number is ********** 4 What will the next step be, then Ombudsman? How will I be assisted if I'm sent from pillar to post?