Telkom took money from my account for a phone I never received

On the 4th of December I app**** online for a green iPhone 11 from telkom. I got a call and was promised a green one. To my surprise on the 7th I got a call from one of their consultants who said a black one was ordered for me. I immediately canceled the request and on the 6th they had already debited my account with the amount of R799. I enquired about this and they said thats how they do things. I have been waiting for my refund since then. I went to istore to apply for a telkom line, and to my surprise telkom refused my application. I have an excellent credit score and no judgments but was still refused. I've reached out to them to ask for my refund but still no assistance. I'm paying for a phone I never received. I'm afraid of reversing the payment because I don't want to mess up my credit score. I've even gone as far as being contacted via Twitter but still don't have my money back. Everytime I try to call them, the line cuts. I'm so frustrated!