device not delivered

I contacted telkom with an interest in their Huawei mate 20 pro deal which i took after an agent called me. They debited my account, yesterday but up to today i have still not received the device. This is unprofessional in a sense that they did not even inform me when will I get the device.i phoned their customer care centre with no success not response as I cannot get through. i also privately messaged them with my details for them to investigate and give me feedback , using Facebook inbox but they have still not bothered to contact me.i have the voice record of the telephonic conversation of the initial agreement. i hope someone from telkom can please attend to this query if they claim to be a reputable service provider.