Terrible Service from Telkom

I app**** for a contract on 14 September 2018, i was told it will take 5 to 7 working to arrive after debit order. The money was debited on Monday 17 September 2018. Thursday i was told the parcel is on transit and i will be called on 25th by the currier. I phoned again after 1 pm today and i am told the order has been canceled and they don't know by who and why. Is this **** service what we get from Telkom?