telkom debited account and no delivery

I app**** for a Wi-Fi contract with Telkom on the 11th of July 2017, the Consultant said my contract has been approved and in order for them to dispatch the product they need to debit my account and within 7 to 14 working day I will receive my order. My account was debited on the 14th July 2017, after 7 days I didn't receive a sms saying my order was dispatched so I phoned Telkom to query, only to hear that my order was cancelled, no one from Telkom called me to inform me that it was cancelled. Since the 25th July 2017 I have been calling Telkom requesting my refund, they keep on telling me they escalating the matter and the consultant will call me back, that never happens. It is now a month and a half and I still haven't received my refund