Upgrade phone that was never received

Still have not received anything from telkom as i was waiting for a phone in February as I was due for updagrade, I waited as they said I should wait for 7 days for me to receive it, I never did I called to ask they said there are no notes on the system that shows I did chose which phone and that it will be delivered however it does show that am due for updagrade, we logged another request for a new phone to be delivered still not received then I decided to call again but surprisingly I got the same response that there are notes on the system that shows I called and that new phone will be sent but it does show that that am due for an updagrade, until April doing this up and down, they were deducting all these months different amounts yet no phone received, in May 2020 I stated reversing the money because they were now not doing anything about the phone that was never sent, instead they were taking the money, until recently when I tried to contact them again and I never went through, they don't even provide emails for me to have a written communication, need help dealing with Telkomsa