Bad Online Order Service, Charged for something I don't have!!!

I app**** for a contract last year November 2017 for a online black Friday special called the call center after about 3 weeks of not receiving the package , I then requested that they cancel the package since my husband took the same package and got it before me. The consultant told me to wait till the package arrives and return it to Telkom. I called Telkom and told them about the issue and another consultant said they will be sending a courier to come and collect it..... 2 months past of me calling Telkom and complaining about the package that was supposed to be collected and only in March 2018 was the package collected. I am still being charged for a contract that I requested to be cancelled before I had received it. I called customer services again in June and and was then told the contract will not be cancelled since I didn't fill in a cancellation form which I was told in the first place. A consultant by the name of Constance Kubalo told me to send the cancellation form to her and she will have it sent to her supervisor and they will have my money refunded, I did as she requested and even sent her a follow up email to check if she got it.... and still no communication from Telkom. My family and friends joined Telkom because of me as I used to complement their service till this bad service I received (or no service at all) from Telkom. So clearly Telkom doesnt care about their customers but just getting payment their payments at the end of the month even though they are robbing me of my money every month.