Charged for device i did not recieve

I have placed an order for a Sony xperia m4 in January and I had dealt with Koketso Mothoa via the employee advantage line. After multiple phone calls she had confirmed that the order has been placed on the 22 of January 2016 and I've received a call to confirm my details on the 25th of January 2016.I was informed that my phone would be sent to me within 3 - 5 working days which i had not received within that time frame or at all.I had sent an email to Koketso to cancel the contract as I required the phone urgently with no reply from her.On the 10 of February I had been debited R186.14 from my account for a phone that I did not receive and that I have requested to cancel.After several calls and online direct chats to the customer care agents i was able to get the contract cancelled but i did not recieve a refund as yet.After spending over an over the phone i was transferred from sales to accounts and back to customer care over and over again with no assistance.im currently holding the line for customer care and im extremely frustrated as this is a back end issue at vodacom not my mess up!!!this is becoming more of a legal issue then a simple cellphone contract!!!