Order not being processed

This is a really bad service im getting from Telkom and its getting frustrating that it takes long to give feedback to the customer. I contacted Telkom Landline Sales to place the order for the Telkom Lit Android media box on September 5th at 16:45. I'm on a 10mb uncapped line and advised the agent to put me back on a 2 year contract and i will receive the Android box for free. She also said that a router will be included since im going back onto contract. Ref No: ********** 41A

I then called back on September 13th to check on the order and they could not find the order on the system and i must go into the store.

I contacted the Telkom team on Twitter on the 14th and they advised that they escalcated the issue to the Analyst team. Incident Number: ********** I followed up multiple times with them and the only response i was getting was "Apologize for the delay, we will feedback", and still nothing. No one has resolved this issue.

This is the worst service i have received from Telkom and being a loyal customer for years, this is disappointing.

I want to know why my order has not being place on September 5th and why no one has contacted me from September 14th?