Payments made... no service provided!!!!!!

Telkom we have placed an order with you guys in mid september. A deposit was required and we payed that in september too. We've been told the order has been prioritized but its the 10th of october and still nothing. We asked for a refund they said no we have to log a dispute. So we agreed a few more days and a technician would be assigned. But nothing!!!! No one seems to be able to assist. Not billings nor sales. So telkom takes money and does not provide the service... thieving much!!!