Order not received but debit order was deducted from account

I ordered a 10gb router from Telkom online and a agent called me and processed my info. On 6th of January 2020 I received a sms saying my order has been pre-approved and on 7 January the debit order of R139 was deducted from my bank account. To date I still haven’t received my router. There is no communication from Telkom as to how far my order Is. I did not receive a reference number either. As a Telkom customer that has been loyal for years I find the service appalling.