Undelivered Cellphone

I upgraded my cellphone contract on the last week of November 2025 and the phone was never delivered. On the 9th I received a call from Telkom Agent who assisted me and I told h I ha e never received phone. He said he will call Skynet and check what is the delay. He never called back. My sim card didn't have network from the evening of the 9rh till the 10th. I went to Telkom shop Kimberley today and did a Sim swap. I then called Telkom to enquire about the delivery and I was told the phone was delivered, I told them I have not received the phone and it was not delivered to me. I asked them who signed for it and what identification was used because the ID is required to receive the parcel. Telkom is not taking this matter serious and now expectwd to pay for a phone I never received. My name is Mimy Matimbe my cellphone number is ***. Please assist Im really frustrated with Telkom.