Telkom order service

Ordered a phone online on the 28th, on the first they deducted my money. Since then I haven’t received any communication from them I constantly have to call thier call center which you have to wait for at least 30min for progress. Also why am I billed for a phone I haven’t received yet? I tried to cancel it I was told to call billing department but they asked me about my customers number which I’ve never received as I don’t even have the phone with me. they told me to call online marketing again and with them there’s no option for cancellation without that number as well.