Horrible Experince with Telkom Mobile

my experience with Telkom is so horrible, I made an online order on Friday the 16th of November 2018 for a device which was preapproved and it was confirmed that I will receive my device 3 days after the first debit order. They debited my account on the 20th of November and ever since then I never receive any communication from them. When I call their call center their consultants tell me different stories and they take forever to answer their phone but they are extremely quick in debiting my account. yesterday I was even told by "Tia" their call center agent that I cant speak to the team leader because she is busy on the other call although I was willing to hold. I will never recommend Telkom to a friend or a family and I'm now thinking of cancelling my contract with them before it even start.