Confused service delivery

I am trying yo understand why Telkom deducted money from my account for a deal that is not registered under my name. I app**** for a different deal yet that deal and my upgrade information is not loaded onto their system. I called to upgrade and was under the impression that I would receive my ordered goods within the time stipulated by the agent.

I would appreciate clarity on this matter. I was told to call the sales dept for assistance and to check if the incorrect order has been cancelled because i didn't agree to it.