I am expected to pay for something I didnt recieve

So I app**** for one of vodacom promotions they were running waited 2 weeks still didnt recieve my package. I then had to contact vodacom after fifty million attempts. Going into three weeks nothing yet no phonecall no nothing I decide to cancel. Then I get a lovely SMS saying g they are debting my account for something I never even received. When I called them they said I must reverse the deduction when asked about the cost I have to pay for the debt I could not be answered. This is so not fair and very disapointing... why then offer the services to the public if u are not going to fulfill them. Super angry