Does my order even exist?

On the 1st of November I placed an order on behalf of my mother who is hard of hearing. I received order number ORK ********** 1001. I have been following up regularly and each time I phone the operators scramble around for a few minutes and then come back to me saying that the order is "being processed". Today, 12 business days later, the consultant finally admitted that the order had been received on the 1st of November but that it had been cancelled the very same day and that she would have to re-submit it to the processing department. This is totally unacceptable Telkom!!! I must have phoned about 5 times to follow up on this order and no one ever told me about this. What is going on?