Poor service from FNB Connect -

I was contacted by an agent by the name of Julian after i had requested for cancellation for a laptop that i had taken on contract the item was not up to my standard and i had requested to cancel , he informed me that because it was within the 14 day period i would not need to pay a cancellation fee. A few days later i was contacted by Marildia another agent from the FNB Connect Department who informed me i need to pay a cancellation fee of R2000 , i refused and informed her i was told i would not have to pay it and she needs to refer it to management as i was told i would not need to - she called back to inform me I was correct and she needs to escalate to management to assist . it has been almost a month and I still have not received any feed back was was deducted almost R700 for a product i no longer have . this is absolutely ridiculous and poor communication i have sent multiple email and i have received no assistance at all