Havent received device since 13 December, but getting billed

I did a contract upgrade on 13 December and I still have not received my device (Samsung Galaxy S21 Ultra). I have been to Telkom stores three times and they couldnt help me because made the order through call center. I phoned in over 20 times and no one could help me, they say my contract looks activated without a device and I should just "dispute the bills". Every time they sent an email to those who would apparently assist "within 24 hours" and not once have I received feedback. Terrible service and seems like there is not even a fix for this loophole that I am in to actually get my phone....