Shame Online Sales Department

I ordered a product on the 28th August 2017, till today I have not received it. I have been calling Telkom all this time and was told that it takes 7 to 14 working days but nothing has been done from their side. They do not call or send a message to inform me of any delays or whats causing the problem but rather I get endless apologies when I call them and how sorry they are that I haven't received my product. The funny thing is that they debited my account the same day they approved my application, 28-08-2017. Who is is in charge or responsible should account and get back to me as I am really frustrated. I was even told that they have escalated my query and I should expect a call with 24 to 48 hours but I do not trust them at all since I have been waiting. At some point, they gave me a reference number or tracking number and told me its with the couriers but that was all lies