Mtn
Debited for a phone I never received

I applied for a contract phone in July through the internet (MTN Direct). Arrangements were made to get the phone delivered. I never got it.

I got a statement from MTN for the phone I never received. Money was deducted off my account. I called them on the 27th August, They said the phone was activated and they could not resolve the issue for me. Promised to call me back.

Its 2 days later, I am still waiting for them to get back to me.

1. Why would they debit my account for a phone I did not get?
2. How can they activate a phone that has not been delivered?

Why am I paying for a phone and airtime, I am not using?