Poor service when you want to cancel

I app**** for a new mobile contract and was todl via sms on 9 April 2019 that my order has been issued. During the telephonic application on 4 April 2019, I was told that I have a 7 day cooling off period. My account was debited with the first monthly instalment (as that is how Telkom works) but I have not received the actual phone yet. I want to cancel this new contract but when I contact Telkom, I am each time told by someone else that I have contact this number and that number and with my last call I held on for 20 minutes and had to end the call as I couldn't hold on any longer. They seem to be quick to debit your account but not quick to get in touch with if you want to cancel as per the 7 day cooling off period!!! I request that someone from Telkom contact me immediately otherwise I will have no other alternative but to take this matter further.