still waiting for a phone i purchased with them

I purchased a phone with Telkom Mobile and within 48hours my account was debited with the money I need to pay them, however over a week later I am yet to receive my phone, I spoke to a consultant online who gave me a number to dial.. I dialled and waited 14min to speak to a consultant and when I finally did I was told I am in the wrong department and will be transferred to the correct department where I waited a further 18min to speak to someone.