Non-delivery of device

I assisted my grandmother with getting a new device from Telkom so we online and requested to be called back. An agent called us back and everything was approved. My grandmother then received an sms saying that "your order had been pre-approved please have R*** in your account within the next three days". 30 September Telkom debits. Since then there has been no communication, no order number/reference number nor tracking number". We've ordered stuff online from Telkom before and things went smoothly.

Right now I'm highly disappointed and my grandmother frustrated because they took her money and still no phone. We just need to know tracking details and when the device will be delivered. This is unacceptable to treat customers like this. Please help