Telkom Online Order ****!!

Placed an order online on 31 December 2018 for a mobile phone ( IPhone 7 plus). Telkom contacted me and finalised my order on 7 January 2018 and deducted the money from my account on 08 January 2019. I have not received an order number or any other information from Telkom. I tried contacting 10213 and I was told there is no order placed under my ID number. I tried the chat online and still I did not receive any assistance. What happened to my money? Why ,have i not been contacted? I was told i will receive my phone within 3 - 5 working days.