Very quick to debit my account without delivering the phone

Good day, I took an online mobile phone contract on 25th November 2017. The amount was deducted on the 28th November 2017 without my phone being delivered. Its going on for nearly 3 weeks and still no phone. I called on Saturday 9th December and was told this order needs to be processed. On 11 December, when i finally got through the call centre after waiting over 57 minutes (10213), the lady said to me this phone still needs to be ordered. This is really day light *******. Please can someone get back to me asap. Just FYI my brother took the same contract on the same day and had his phone delivered to him. Telkom are very quick to take the money but cannot deliver. I will expect to be credited for all these days without a phone!!!