Poor customer service

We have online ordered a package from Telkom in November. After numerous calls since nobody responded Sphelele Ntombela came back to us on 18.12.2015. We orderded the package and Sphelele said that we would get the phone 5 to 7 working days after the successful debit of R1 399.00 we will get the phone. The debit order did go off and we received the phone. He also stated that this amount will be deducted from our next invoice. We got our invoice on 02.01.2016. The amount of R1 399.00 wasnt taken off our account. We contacted Telkom and Nokuthula Ntombela came back to us. She then said that they cannot see the payment that was taken off by debit order on their side. I had to proof by sending my statement where the amount was taken to her. Since my bank statements is private I made a screen dump with the reference number on to her on 05.01.2016. On the 7th I asked her the progress. Only then did she let me know they do not allow a screendump and need my bank statement. I sent this to her on the 7th. Until today the 8th nothing as yet. I cannot believe this bad service. Why did they sent the phone if this moneys wasnt taken off but now Telkom doesnt know about it.