New phone and powerbank missing. Mysteries of the unexplained, and Telkom does not care either...

I upgraded my contract a month ago and paid for a power bank with the new phone. Telkom Mobile took three weeks to get to a point where the phone and the power bank was underway to me with a courier. The courier phoned me to say he is on his way but never made it to me with the phone and power bank. This was Monday, three days ago. I got worried and called the courier company, who said the courier was hijacked. I requested a case number but they refused to give it to me, and told me to contact Telkom. I cannot get through to any consultant, I just hear IVR tunes and irrelevant options until I hang up 30 - 45 minutes later as no human takes the call. Co-incidently, a sales consultant called me yesterday to try and sell me another product. There was nothing noted on the system that my phone was hijacked. No-one from Telkom has informed me with any update on my phone either. It's a month later and I'm already paying for something that is in the Bermuda Triangle.