No stock, then no correspondence and no help

To set the scene, I live and study in grahamstown. My mother handles the phone contracts and every two years I come home to upgrade. So a couple of months ago I get a phone call from Telkom saying my upgrade is due. They stated that the p8 was out of stock and the lite. Then I asked about the a7 Samsung, I was informed it was a OK to order. I informed my mother who then went into the centurion Telkom branch to do the upgrade. Now the upgrade was handled and papers signed. I arrived home 5 weeks later and we walked into the said store where we were shocked to learn that \the store has not received any stock of the A7 ever and will not receive any"or at least this is what we were told by a store attendant and the manager. Now why have I waited 5 weeks after papers were filled out with no correspond for over a month... Now I'm sitting here with no phone and no help. We are then told by the manager that she had spoken to her employees about it that morning. Literally no one cares. We have been with Telkom for years now. And we still have no idea what to do. Please phone me so I can tell you the rest of the issues."""