Mobile contract approved, debited gor and then declined

On the 9th of nov2017 my mobile order with telkom was approved and money was debited couple days later. On the 16th nov i received a msg saying that i have been declined due to credit vetting. But money was already deducted. I then called customer services at 10213 n they say that there is nothing rong with my order and that the device will still be delivered to me nextweek. Im confused. I need clarity. Atleast an order or tracking number.