Worst customer experience

Telkom have contacted me to offer me a router deal which i accepted and they also confirmed R99 will be deducted (28/11/2018) and same was detected . I then received an sms to say i will received a router within 7 days i have not received it since today yesterday i went to Telkom shop in south gate a lady advised me my id number is not on the system and they can not pick anything under my id number please can someone enlighten me. the reference for money deducted is MNDOTELKOMRC ********** .