No delivery and no refund so far

Good day. I orders a cell phone from Telkom online towards the end of September. The agent gave me a call the following day to verify my information. The agent told me that they will have to deduct the contract monthly payment before the delivery of the phone of which they did on 3 October 2015. I waited 2 weeks and nobody contacted me from Telkom. I then went online and open a chat session with the agent who then told me that they are out of stock. I asked the agent to cancel the order and the agent promised that it will be done as requested. I then asked how long do I have to wait for the refund and I was told that I will have to wait for about 14 days. We are now towards the month end of November and I am still waiting. I am not even sure if my order was cancelled. I called Telkom several times and nobody is able to assist. What is really going on with Telkom?