money taken but no device or contract

Placed an Ordered for a new FreeMe contract on telkoms website. Consultant calls me back a few days later and completes the application over the phone and advises that a Debit order would be processed on my account and if that was successful i would expect an sms or email with regards to delivery of the device. I have contacted 10213 ,081180,081183 daily from the day the debit order was processed but no one can assist. the last lady i spoke to says the product deal was not captured and that she escalated to the processing team. i need to find out how do you debit an account with no product deal or ID. this is now 2 weeks waiting. i understand if there was a delay because of the public holidays etc but this is an issue with application capturing.