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HOW LONG TO PLACE AND PROCESS A ORDER? PLEASE HELP

Good day, I placed an order online with the Telkom promo deal to call me back and they did on Monday (2017/05/09), the sms said takes 48 hours to process it's Monday(2017/05/15), when I chat online they can't pick up the refrence number I was sent neather can Telkom trace an order, was the order placed or not and who can I phone to see how far it is progressing if it is maybe placed??
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