Shocking lack of service for potential customers

I placed an online order for a mobile device on the 2/3rd of April. I was contacted 3 days later on the 6th to process my application. It has now been a week and a half and i have not received a mobile device. I have been approved and the amount was debited from my account over a week ago (Which shows me that Telkom can operate fast if it suits them), but i have yet to receive my device. I have queried on the Telkom chat twice, they advised me that they would escalate and i would be contacted but this has not happened. i have contacted the 10213 number and stayed on hold for 30 minutes with no answer. If this is how new customers are treated i don't want to be a customer at all. Cell C has a turnaround of 2 days for online orders, why does it take Telkom so long ????