Not happy with the service

VOX***4. Account Number: ***. I was happy with the first order. My second LTe order has not arrived as yet however i received a bill today stating i should pay a prorated amount. For a service and goods i do not have in my possession. Im deeply dissapointed. I called and was on the line with your accounts consultant for 10 minutes and i told her i dont understand why i should pay for the service i do not have. Sent the email still yet to receive feedback from you guys. So im paying for the goods thats standing somewhere with the courier company.