Cancellation and charging nightmare

Their services is absolutely appalling!!! My husband has tried to cancel a contract on a device since last year (for a bakkie he does not own anymore), which he in the first place felt was not an agreement he signed up for. They ignore his emails saying its resolved with ****py auto responses. When I eventually got ahold of someone (Lucia Mokgadi) she promised to get someone to listen to the call and give feedback. As expected from Matrix and their staff I had to call to follow up and was then told that in the recording my husband agreed to the terms and conditions of the new device. I asked her if it was explained to my husband that its a new 36 month contract that he would take out and she kept on mentioning the acceptance of the terms and conditions. Now I would like to know if you take up any product, do you first accept the idea of the product and the benefits etc that is included (laymen's terms),then the terms and conditions (the scripting read) or just jump the gun? My husband would not have made that initial call if our mechanic did not tell us that the device was running his bakkie's battery flat in the first place!!! Lucia said someone would have called me to play the recording, I'm still waiting.......