Frustrated by your service

I made an online application on the 30 September and the agent called the next day. An amount of R299.00 was debited on my account on the 04th October 18. I didnt receive a follow up email nor sms confirming the delivery of the phone. I went to the Telkom store in Sandton where your staff was less than interested in assisting and instead advised not to go through the online route as the people working there are slow. He then asked for my ID and he couldnt pick up my profile on your system. WHAT ON EARTH IS GOING ON???