cancel of contract

I have been through an ongoing struggle with telkom. I have app**** online for a contract, my profile was blocked by the telkom store in trade route, the profile was not unblocked for 2 months, with no valid reason. After 3 months waiting period, i received a declined message on my contract, then pursued a contract through another service provider. On the 5th December a device was delivered by Telkom after being declined 2 months prior to that. I had the contacted sales and call centers to collect the device and cancel the contract I didn't approve. By the 14th December I received no response from Telkom, I had went on leave and the device remained unopened in my office. On the 19th January I was asked to re-cancel the contract and wait 21 days. After waiting response i have recieved no response. I had to contact telkom, they collected the device 13th February and then no response again. I had contacted Telkom numerous times to be told the matter is escalated and the money will be refunded. Again today the 12th April the 17th followup with Telkom and they have no turn around time, or valid answers. they keep saying it will be escalated.

They have the device, the unused sim and all other information, how can they not cancel a contract in over 4 months.