Telkom incompentancy

I have never received such bad service from Telkom, my husband registered online for the fibre to be installed. Upon request, no installation or sim card was delivered but his account has been debited, we called in and they said they dont pick anything up, can this be sorted out IMMEDIATLEY. Because you debited R950 for WHAT??? Do you guys systsem not work? Do you not see when clients sign or is active in order to debit their accounts???? Do you not phone clients to check if installation was done? PATHETIC SERVICE!!!!!!