Poor service from highly advertise "best network"

I am very upset customer as I have placed an order for a P8 two weeks ago and my account has been debited the amount of RR150 ,3 days after my order. I have then went to Pietermaritzburg store and asked them to please help me as I want to change the phone to a Samsung, the lady said no problem this can be done she asked the call centre to call me. When she did she acted though she couldn't hear me and cut me off. I have 4 times contacting Telkom by being put on hold for more thank 20 mins each call and not being answered as well as using the website call me back and chat to us. This is gone too long. My money is with them but no response .what do I do in this case to the it higher because they can't den call?