False information on a package offer.

Good evening, it's really frustrating to have such a big company with an incompitend service. Serveral times they had offered me a contracts and actually when you receive the documents on the delivery day you get something different and when you call them they tell you that the Durban branch should assist with the cancellation as they are the ones who offered the package. What really frustrat me I should to one of the consultant today and she promised to send an SMS with the reference to my log an incidend for a package reversal and I haven't received it yet they still overcharge me for something I don't get.