Bad and unacceptable service from Telkom and Telkom Cradlestone

I am a client with Telkom Mobile for over 4 years with 4 cell phone contracts and 3 data contracts. I am appalled by the service I received from the Telkom store at Cradlestone mall. I went to upgrade my contract on the 30 June 2018 and spent almost 3 hours trying have documents filled in and watching a store manager that does not know what processes to follow and asking junior staff to assist and calling other store staff for assistance. I eventually get the Samsung S9 and get home to find that it was faulty, this was not identified because the store personnel did not check the phone before I left the store, as I was told by the area manager Nadine Van Der Westhuizen that this was their store policy and that the staff member concerned will be disciplined for this. When I took the device back I was told that it will be booked in for repairs, I was irate about this as this was a brand new device and told the staff member how can I be charged for something that do not work and then to have a brand new device repaired and as per Telkom call centre if this is brought back within 7 days it should be replaced with a brand new one. I was then told that is a policy of a Telkom Direct store but they are a franchise, however they will book this in as a OBF and after it is assessed by Samsung I will receive a brand new device, I would just have to be patient with them and the manager Rebecca Nyathi (absolutely ***********) said I should continue using my old phone while she sorts this out. After 19 days and numerous phone calls to the store I was told to come in, the device was returned to the store (in all this time not once did anyone from Telkom call me to apologise or give feedback on any progress I called in every time that included that the time I called in to find out they have received the device back into the store). I got to the store only to be ignored and waited over 20 minutes for Rebecca Nyathi to attend to me, she then told me that Samsung has repaired the device and 4 items was replaced and this included the mother board, the battery, the speaker and even the screen and I should accept this as a brand new phone. I totally disagreed to this and expected a new replacement from a sealed box. I was then given the option to cancel the upgrade which I did and was told I will not receive a refund of the R150 I paid for the upgrade and if I needed that I should go take that up elsewhere and not with her. I then got the cancellation code ********** 6 and left the store. I called the area manager Neil Damon and gave him the code and he assured me that I will not be charged for this cancelled contract. At the end of July I receive an account for the cancelled contract and a device I do not have. I made further calls to the unhelpful call centre staff who on several occasions assured me that the call centre manager will contact me, to date I have not once received a call or any acknowledgment from Telkom and not one of them even bothered to attempt to solve this issue and I am told I will have this debit order go through at the end of August and get a credit the next month, I find this totally unacceptable and expect that this to be stopped and my account should not be debited for services I did not receive and a device I do not have. I cannot understand how Telkom cannot have a uniform policy be it Telkom Direct or a franchise store after all it is their brand name that is being advertised. I am always told by the call centre staff that I would not have been treat in this manner if it was a Telkom Direct store. I am more appalled by the calibre of management staff in the store that have no customer etiquette. I would suggest that Telkom management should consider on who is given the franchise and the type of staff they employ because currently your service stink.