No Delivery of the order but money debited

I took a contract on the 24 November , i got sms that the order has been approved and will be processed shortly then the money was debited from my account . I still haven't received the phone, then customer agent called today that there is a problem with my address then as I confirmed the address ,I got an email reply that my order was declined today on the 08 December . I am very disappointed in your service , I have been wanting to switch to Telkom but this is a very bad customer service . I hope someone will get this fixed