Bad service from telkom.

I bought a cellphone over the phone, when the package got delivered on the 5th August 2021 it was the wrong package. I called back immediately to cancel it and be picked up for collection. Up until today I have been struggling with telkom to collect the device. I received my statement from telkom and the device will be debited on the 2oth Sept which I never opened or used. I've been calling everyday and all I hear is that the call is escalated.